Background Note | HBS Case Collection | September 2000

Professional Services Module Five: Serving Clients Effectively

by Thomas J. DeLong, Ashish Nanda and Scot H. Landry


It is imperative for the internal systems and processes to be connected to the external processes of client management, competitive adaptation, and service delivery.

Keywords: Competency and Skills; Customer Relationship Management; Knowledge Acquisition; Service Delivery; Performance Effectiveness; Adaptation; Competitive Strategy;


DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Five: Serving Clients Effectively." Harvard Business School Background Note 801-011, September 2000.