Developing Knowledge-based Client Relationships: The Future of Professional Services

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Routledge, 2000 - Business & Economics - 275 pages
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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 they 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.

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
 

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Contents

Adding Value with Knowledge
57
Implementation
123
The Nature of Mental Models How People Acquire Knowledge
223
Bibliography
253
Index
265
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About the author (2000)

Ross Dawson is globally recognized as a leading authority on business strategy. He is Chairman of both international consulting firm Advanced Human Technologies and global events and strategy company Future Exploration Network. Ross is author of the Amazon.com bestseller Developing Knowledge-Based Client Relationships, now out in its Second Edition, the acclaimed Living Networks, recently released in an Anniversary Edition, the top-rated business blog Trends in the Living Networks, and extensive academic journal articles and white papers for clients such as Microsoft and SAP. Strong demand for Ross's expertise has seen him deliver keynote speeches across six continents and consult to leading organizations worldwide such as Ernst & Young, Macquarie Bank, Morgan Stanley, News Corporation, Procter & Gamble and many others. Ross's frequent media appearances include CNN, Bloomberg TV, SkyNews, European Business Network, Channel News Asia, ABC TV, Today and Sunrise shows, Washington Post, Boston Globe, CIO and many others.

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