Ensuring Sustainable Value from Consultants
Management consulting in mature consulting markets produces highly satisfied clients but still has a poor public image in the media. This paradox can be explained by looking at the people commonly canvassed in satisfaction surveys. Typically, these are senior people who have a good understanding of why the consultants have been hired. In contrast, satisfaction rates among clients’ middle and junior managers are lower. Improving satisfaction among this important stakeholder group is important for the long-term survival of the consulting industry. The best way in which this can be done is by ensuring that junior and middle managers gain on a personal level from consulting projects.
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