Long-time Z/Yen associate Robert Pay has written a new book, “Designing a Key Relationship Program: Building Strong Client Relationships” (Ark Group, 2015). Robert has a wealth of experience in building client relationships from time in accounting, law, and financial exchanges. We’ve been delighted to work with him over the years on projects ranging from trade publication and liquidity issues to building the Global Intellectual Property Index to improving law firm marketing and thought leadership.

Robert wrote this book because of the dearth of simple guidance on how to focus in business-to-business on client relationships. He drew on some research conducted with us in 2013 and 2014 published in the Journal of Business Strategy, “Measuring The Value Of Online Communities”. He also drew upon projects he has done with us such as our Reflective Repasts, Long Finance dinners, and Security Forward events. Robert provides “a practical, step-by-step guide” that helps you to design a process to help to manage a portfolio of major client relationships on a firm-wide, regional, practice area, or industry basis; it also tells you how to mobilize client teams to focus on the best potential sources of growth.

Naturally we are delighted to be associated with our associate’s success!