Developing Knowledge-Based Client Relationships:
Leadership in Professional Services (Second Edition)
Ross Dawson is the author of two books and numerous articles published in major business publications which focus on the evolving role of knowledge in business.
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.
In Living Networks, Dawson shows how to lead organizations that leverage living networks as the most powerful source of new business value. He demonstrates how to use living networks to deepen relationships with customers and partners, promote "distributed innovation," and accelerate the creation of profitable new products and services. Finally, he shows how individuals can plug into living networks to liberate themselves from conventional organizations, earn more money, and achieve greater personal satisfaction. The book is featured on its own web site at: www.livingnetworksbook.com.
The first edition of Developing Knowledge-Based Client Relationships presents more than 50 case studies from professional service firms in industries such as consulting, investment banking, law, and advertising, to illustrate how organizations can develop intimate and profitable knowledge-based realationships with their clients.
This collection of practical studies describes how to create value for clients with information and knowledge and how to develop profitable and enduring client and customer relationships in the knowledge economy.
It covers the practical challenges and difficulties faced by professional services organizations in applying knowledge management principles, while offering a meticulous analysis of the critical factors which define successful business relationships. "A must read for all whose survival hinges on their ability to successfully convert transaction-based interactions into comprehensive long-term partnerships with their clients."
