the client service team as a growing phenomenon
by bruce marcus
excerpted from the marcusletter
once a novelty, a growing number of firms have discovered the benefits of using the client service team as an approach to dealing with larger clients, for both better service and better client relations. professional firms tend to be spare in accepting new ideas and concepts. but now, the time of the client service team has come. and as firms see other firms use them successfully, and begin to understand the value of the concept, they may seem willing to try it. they begin to understand that with client service teams, clients benefit from the combined brainpower of the well-chosen and well-run team, the firm benefits by both demonstrating the depth of its skills and by the extensive access to the client?s business, and the firm has a competitive advantage in its extended presence and greater ability to serve clients. with this access, the firm has greater rapport with the client, and more intensive access to the client?s thinking and response to the firm?s efforts.