The AMA Handbook of Leadership

By Marshall Goldsmith; John Baldoni et al. | Go to book overview

CHAPTER 22

Client Leadership: Leading in the Marketplace

Andrew Sobel

In any service organization, leadership in the client marketplace is a fundamental competency. In a professional service firm or financial institution, or at any company that sells a service to other businesses, it is not enough to be a good internal manager. Individuals who aspire to lead must also be capable of developing and sustaining consultative client relationships.

How important is strong client leadership? I have seen data on this from a number of leading service firms, and research suggests that assigning an individual with strong client-relationship management skills to a major client can double the rate of your fee growth.

More important, an organization cannot develop a clientfocused culture without leaders who set the example. I once advised a large, international consulting firm that had become internally focused and lost its edge in the marketplace. It turned out that the top eight executives, including the CEO, were spending an average of only 5 percent of their time with clients. Over a period of years, the rest of the organization had begun to emulate its leaders, and internal meetings became more important than seeing clients. Growth stagnated.

A senior executive who also is a great client leader can revitalize an organization. Diana Brightmore-Armour, the CEO of corporate banking at Lloyds Banking Group, is an excellent example of this. Brightmore-Armour heads this leading UK bank's efforts with clients that range

-231-

Notes for this page

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items
Notes
Cite this page

Cited page

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Note: primary sources have slightly different requirements for citation. Please see these guidelines for more information.

Cited page

Bookmark this page
The AMA Handbook of Leadership
Table of contents

Table of contents

Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this book

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen
Items saved from this book
  • Bookmarks
  • Highlights & Notes
  • Citations
/ 269

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA 8, MLA 7, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Search by... Author
    Show... All Results Primary Sources Peer-reviewed

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.