This white paper addresses how professional services organizations (PSOs) can effectively manage the four critical phases of the client engagement life cycle—target, acquire, manage, and retain—the operational metrics that measure success, and how business management software can help firms manage client relationships to increase profitability.

To be successful in today’s business environment, PSOs need to fully understand and manage the entire client engagement life cycle.

• Target
  • Value proposition / Brand recognition
  • Demand and lead generation
  • Customer and list segmentation
• Acquire
  • Proposals
  • Prospects and opportunities
  • Sales pipeling
• Manage
  • Additional engagements
  • Improve contact and relationship management
  • Up-sell / Cross-sell opportunity management
• Retain
  • Case / Incident management
  • Customer satisfaction

This white paper also identifies pain points in the client engagement life cycle and firms can use these pain points as benchmarks to measure their own performance.

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