Fiona Czerniawska 
The Trusted Firm [PDF ebook] 
How Consulting Firms Build Successful Client Relationships

The consulting industry has been on a roller-coaster ride since the
heady days of the 1990s. After a recession triggered by the dotcom
crash, it’s now growing rapidly again–but in a market that has
changed beyond all recognition. Fees are down, buying is
centralized and many clients are ex-consultants who know all the
tricks of the trade. It’s a hostile environment in which great
personal qualities are no longer enough–consultants need trusted
firms behind them, helping them deliver results. This unique
journey through the new consulting terrain looks at how leading
consulting firms worldwide create a platform for success: what
values they need; who they recruit and what recruitment processes
work best; how they keep their finger on the pulse of the market;
how they match the right people to particular jobs.

‚This book is essential for both client and consultant to
understand the pitfalls to avoid and the conditions neccessary for
successin todays‘ complex, multi faceted project
environment.‘

— Peter Hill, Chief Executive, Management Consultancies
Association

‚The Trusted Firm presents a compelling blueprint for the
consulting firm of the future. From concepts to tactics, this book
shows firm leaders why and how to rethink their businesses to earn
client trust-the ultimate market differentiator.‘

–Michael W. Mc Laughlin, Editor, Management Consulting News and
author of Guerrilla Marketing for Consultants

‚Fiona, astute observer, commentator of the management field,
provides insight and clarity to the chaos of rapid changes in our
clients‘ evolving demands and how our firms can most effectively
respond to them.

A must-read for understanding data on contemporary client demands;
a valuable contribution to our field. Czerniawska explicates the
dynamics of the three-pronged relationship between the client, the
consultant and the firm. She explains why each aspect of this
tri-partite relationship is equally significant in the successful
engagement.‘

–Elizabeth Ann Kovacs, President & CEO, Association of
Management Consulting Firms

Inhaltsverzeichnis

Preface.

Acknowledgements.

About the author.

Part I INTRODUCTION.

1 The changing client-consultant relationship.

2 Promises, promises: excellent relationships from a client
perspective.

3 The invisible firm.

4 The trouble with the status quo.

5 The client-consultant-consulting firm
relationship.

Part II PEOPLE.

6 Personal chemistry and relationship skills.

7 Recruitment, retention and remuneration.

Part III PROCESS (1): MARKETING AND SELLING.

8 Brand versus specialization: the race to the top?

9 Handling the sales process.

10 Thought leadership: as much culture as intellect.

Part IV PROCESS (2): DELIVERY.

11 Managing consulting projects.

12 Three types of teamwork.

13 When is a methodology not a methodology?

14 Innovation – beyond the borrowed watch?

15 The two-way mirror: listening and talking to clients.

16 Partners and parents.

Part V VALUES.

17 Values.

18 Living the values, valuing the lives.

19 Conclusions.

Index.

Über den Autor

An internationally renowned expert on the consultancy industry, Fiona Czerniawska is Director of the Management Consultancies Association’s Think Tank and Founder and Managing Director of Arkimeda. She researches and consults on strategic issues in the consulting industry, and is the author of seven successful books on the consulting industry.