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Synopsis:
Developing Knowledge-Based Client Relationships, Second Edition shows organizations how to lead their key clients into lasting, profitable, high-value relationships. Building on the principles of knowledge-based client relationships, Ross Dawson provides clear and 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 insights into world-leading practice in the field.
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Jacket Description:
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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Table of Contents:
Ch. 1 Leading your clients : developing knowledge-based client relationships 3
Ch. 2 The future of professional services : differentiation in rapidly changing industries 39
Ch. 3 Adding value to information : from information to knowledge 73
Ch. 4 Adding value to client decision making : better strategic, line, and portfolio decisions 99
Ch. 5 Adding value to client capabilities : enhancing processes and skills 125
Ch. 6 Enhancing client relationship capabilities : implementing key client programs 149
Ch. 7 Relationship channels : implementing communication portfolios 177
Ch. 8 Firm-wide relationship management : structuring client contact 209
Ch. 9 Leading relationship teams : creating consistent communication 243
Ch. 10 Cocreating value : building partnerships and developing knowledge 263
Ch. 11 Value-based pricing : implementing new revenue models 283
Ch. 12 Taking action : leading your clients in the knowledge economy 303
App. A The nature of mental models : how people acquire knowledge 323
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