Developing Knowledge-Based
Client Relationships The Future of Professional Services
Ross Dawson B.Sc. (Hons.) in
Physics, Bristol University, U.K.
Managing Director of Advanced Human Technologies: a consulting firm specialising in
developing the information and knowledge skills and capabilities of investment banks and
knowledge organizations
Fills a gap in present
knowledge literature in the customer knowledge area
Practical tools and effective case studies with world-recognized companies
Shows how knowledge organizations of all kinds can increase their competitive edge by
adding value to their clients
Gives a new model for structuring client contacts
Particularly useful for service companies
Practical methodologies for enhancing competitiveness
In brief
The publication of this book
heralds a new field of management, thought and practice. The advocates of the 'knowledge
economy' have to date focused almost exclusively on how managers can increase the internal
productivity of their knowledge assets and intellectual capital. The important next step
is understanding that a large and rapidly increasing proportion of the value of business
transactions is in knowledge itself. Once this is recognized, managers must devote their
attention to how to maximize the value of that knowledge to customers, and tie that
directly to developing enduring and profitable relationships.
Developing Knowledge-Based Client Relationships guides the reader to understanding the
increasing importance of information and knowledge in business transactions and client
relationships. It then goes on to present in an extremely practical fashion what knowledge
organizations can do to enhance the value of the knowledge the deliver to clients and use
that to develop profitable relationships. This is done by presenting underlying
theoretical framework, a variety of tools for structuring relationships and presenting
knowledge to clients, and numerous case studies and examples of firms which have
implemented these concepts successfully.
Contents
Adding Value to Clients;
Professional Services; Adding Value to Information; Adding Value to Client Decision
Making; Adding Value to Client Capabilities; Channels for Knowledge Transfer; Firm-Wide
Relationship Management; Cocreation of Knowledge; Pricing Knowledge; Creating Value in the
Knowledge Economy; Appendix The Nature of Mental Models
Readership: Senior
management. Service Organizations eg., investment banks, advertising agencies,
professional service firms, government departments and industrial companies
296 pages