You Can’t Win a Fight with Your Client and 49 Other Rules for Providing Great Service
by Tom Markert
This book is about managing client relationships in a service economy, with a focus on the role of the account manager. The author was CEO of a market research firm serving Fortune 500 clients. To illustrate the importance of the account manager role, he quotes the CEO of a consumer goods company which derives 40% of its business from Wal-Mart: “If we are not servicing them just right… our business is dead.” The book offers 50 tips, each presented in an easily digestible two or three page chapter.
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The Key Point 