"The Supernova Advisor" by Rob Knapp, 2008

What a great name for a client management system - "Supernova".  I wish I'd thought of that.

Moving on...this book is about setting up a client service system.  The author wants to make client management more process driven, more proactive and more manageable than the reactive attitude that many client managers take.  The idea of a scheduled client calling system isn't new or remotely unique.  Many professional services firms have (or more likely dream of having) a routing client calling system.  What this book does is propose the detail - how often should you call a client, via what method, how do you present this to prospects and clients, what are the benefits and what do you do on each call?  It's a very focused book.  It's not about generic client management - its just about running a scheduled call system. So I can (in this one instance) forgive its very short 100 page length.

And it's great.  The book is based on the author's practical experience running very large teams of brokers/planners at Merrill Lynch - so it has a ton of statistical data to back it up.  While the system itself is simple (let's face it, it aint rocket science) it presents a great analysis of what client's want, how to engage them through a call schedule and (the a killer point) how a call system can SAVE you time AND boost client service.  So it's relationship management with more than a little time management.  No wonder I like it.

The book is largely written from the perspective of finance professionals (advisers, bankers, planners, etc...) but the same idea would equally apply to anyone in a client advice/relationship role who wanted to take on a more proactive appraoch with their clients...but was worried about the time management.  I should also warn that this book is "all or nothing".  If you adopted the system, it would have MAJOR ramifications on every aspect of your job role (it aint called Supernova for nothing).

Thought provoking - yes.  Well written - yes.  Likely to make a difference - yes.  Practical - yes.  But it's not for the faint of heart.  But then, success never is.  Recommended.

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