Cover -- Contents -- List of Figures -- List of Tables -- List of Interviewees -- List of Case Studies -- About the Author -- Preface -- Acknowledgements -- The Challenge -- Introduction -- Chapter Summary -- 1 Orientation: Developing a Culture of Client Orientation -- 2 Buyers: How Clients Buy Professional Services -- 3 Portfolio: Managing the Client Portfolio -- 4 Satisfaction: Client Satisfaction and Loyalty -- 5 Care: The Role of Client Care -- 6 Brand: Brand, Differentiation and Positioning and their Impact on Clients -- 7 Reputation: Gaining Reputation with Clients -- 8 Relationships: Client Relationship Development -- 9 Development: Establishing an Effective Client Business Development Programme -- 10 Attraction: Attracting New Clients -- 11 Proposals: Developing Winning Client Proposals and Bids -- 12 Innovation: Innovations that Impact Clients -- 13 The Impact on Clients of Mergers among Firms -- 14 The Way Ahead for Clients of Professional Services Firms -- 15 The Client Management Profile™ -- Appendix 1: How Clients Think and Feel -- Appendix 2: Buyer Profiling -- Appendix 3: Feature, Advantage, Benefit, Evidence Exercise -- Appendix 4: Strategic Client Planning Checklist -- Appendix 5: Client Care Survey 2013 -- References -- Index.