Developing Knowledge-based Client Relationships: Leadership in Professional Services
Developing Knowledge-Based Client Relationships, Second Edition, shows organizations how to lead their key clients into lasting, profitable, high-value relationships. Building on the powerful, tested principles of knowledge-based client relationships, Ross Dawson provides clear and extremely practical approaches for all professional and knowledge-based firms on how to create unique value for both clients and themselves.
Detailed case studies across a wide variety of professional services industries offer valuable insights into world leading practice in the field.
He examines key client programs, and how to create deeper knowledge-based relationships through these. He discusses in detail the collaborative technologies available today and how they can be used in client relationships, along with managing portfolios of communications channels. He also discusses firm-wide relationship management, leading relationship teams, and value-based pricing for knowledge-based client 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.
*Completely updated and revised to focus on the latest thinking in client relationships and professional services
* Discusses how to make effective use of the new collaborative technologies
* Includes numerous case studies and examples of real professional services firms
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2004 Advanced Human achieve adding value Advanced Human Technologies applied approaches capabilities Chapter client knowledge client organization client relationships cognitive styles collaborative commoditized concepts consulting context create value DDB Worldwide decisions documents dual-coding theory effective enable engagement enhance Ernst & Young established example executives expertise facilitating feedback fees firm’s global Global Business Network high-value ideas implemented important increasingly individual industries information and knowledge Infosys interaction internal issues key client knowl knowledge management knowledge specialists knowledge transfer knowledge-based relationships learning mental models ongoing organizational partners portfolio potential pricing profes professional firms professional services firms rela relationship leader relationship management relationship team relevant representations role scenario planning service delivery service provider sharing skills specific staff strategy structure time-based pricing tion tionship understanding valuable value creation value to clients value to information value-based pricing visual