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firm sells its knowledge, its experience, and its judgment. In effect, they are saying, “Hire us because we have been through this before; we have…
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David H. Maister • Managing The Professional Service Firm
Brian Kaminski, Chief Customer Officer at Conversica, discusses how they came up with their segments through an exercise of adoption curves.138
Jennifer Chiang • The Startup's Guide to Customer Success: How to Champion the Customer at Your Company
Fundamentally, they are the result of an appropriate firmwide attitude toward clients—an attitude that must be created by the senior professionals of the firm through exemplary personal behavior and role modeling.
David H. Maister • Managing The Professional Service Firm
your team must master, using our tools, four fundamentals: • In leading People, take a page from parenting: Establish a handful of rules, repeat yourself a lot, and act consistently with those rules. This is the role and power of Core Values. If discovered and used effectively, these values guide all the relationship decisions and systems in the co
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