Julie Savarino is an internationally known subject matter expert and thought leader in the discipline of business development for law firms, lawyers, and other professional services firms. Each handbook, program, workshop, webinar, app, and publication created, delivered, and/or authored by Julie Savarino of Business Development Inc. is based on her disciplined study of many resources (a selection appears below) and her 30 years' experience working with thousands of lawyers, accountants, experts, other professional service providers, leading law and accounting firms, and numerous other professional services firms around the world.
Julie regularly upgrades her knowledge and handout materials by engaging in focused study, research and analysis which includes reading, research and applying her over 30 years of professional experience creating, leading and participating in thousands of new business development situations, proposals, client interviews, meetings, events, surveys, and studies. She has read and studied thousands of books and other materials and regularly reads, analyzes, and assimilates updated, new information into her consulting practice and materials from numerous sources. Below are select bibliographical sources that the Rainmaker Coach has studied and continues to study and stay abreast of:
Resources on Client Service
** Indicates Julie Savarino's recommendations of the best basic reading material on each subject.
** Discovering the Soul of Service, Leonard Berry, The Free Press, New York, 1999
** Getting Partnering Right, Neil Rackham, Lawrence Friedman & Richard Ruff, McGraw-Hill, Inc., New York, 1996
** On Great Service, Leonard Berry, The Free Press, New York, 1987
** The Loyalty Effect, F.F. Reichheld, Harvard Business School Press, Boston MA, 1996
Delivering Quality Service, Zeithaml, Parasuraman & Berry, Free Press, New York, 1991
Customer Satisfaction Is Worthless: Customer Loyalty if Priceless, Jeffrey Gitomer, Bard Press, Charlotte, NC, 1998
Service Breakthroughs, Heskett, Sasser & Hart, Free Press, New York, 1990
The Service Edge, Zemke & Schaaf, New American Library, New York, 1989
Service, Service, Service, Steve Albrecht, Adams Media, Holbrook MA, 1994
Service Management and Marketing, Christian Gronroos, Lexington Books, Lexington, MA, 1990
Quality Or Else, Dobyns & Crawford-Mason, Houghton Mifflin Company, Boston, 1991
Total Customer Service: The Ultimate Weapon, Davidow and Uttal, Harper Perennial, New York, 1989
Service America!, Albrecht and Zemke, Warner Books, New York, 1985
The Customer Driven Company, Richard Whiteley, Addison Wesley Publishing & The Forum Corp., Reading, MA, 1989
2001 Survey - ACCA Partnering with Outside Counsel: Assessing Key Elements of the In-house Counsel/Outside Counsel Partnership, in cooperation with Serengeti.
Competitive Positioning: The Theory & The Tools, Burkey Belser and Mark Greene, Greenfield Belser, Law Firm Leaders Forum 2002
The Survey of Client Service Performance for Law Firms; 2001 BTI Consulting, www.bticonsulting.com.
Inside/Outside: How Businesses Buy Legal Service, Larry Smith, ALM Publishing, Washington D.C., 2001
It's The Client, Stupid: How to Avoid Marketing Malpractice With Large Key Clients, William J. Flannery, Austin, Texas, 1999
"20 Questions You Should Ask Current and Prospective Clients" article, William J. Flannery, Texas Lawyer, Austin, TX, 1991