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

  • 4h 56m
  • Ross Dawson
  • Taylor and Francis
  • 2000

In this groundbreaking book, Dawson uses professional service firms in industries such as consulting, investment banking, law, and advertising as a model for all knowledge organizations to develop intimate and profitable knowledge-based relationships with their clients. Over 50 case studies of excellent and innovative practice from leading firms are used to illustrate detailed advice on implementation of these principles.

About the Author

Ross Dawson is recognized as one of the most innovative thinkers worldwide on the evolving role of knowledge in business. He is the founder and Chief Executive Officer of Advanced Human Technologies, an international consulting firm based in Sydney, Australia, that specializes in developing the information and knowledge capabilities of investment banks, portfolio managers, professional service firms, and other knowledge-based organizations. Ross is a regular speaker at international conferences, and he has published over 50 articles on international business and knowledge management in major publications.

Prior to establishing Advanced Human Technologies, Ross’s positions included working in London as Global Director—Capital Markets at Thomson Financial Services, in Tokyo as Asian Director—Capital Markets, and in international stockbroking with Merrill Lynch. He holds a B.Sc. (Hons) from Bristol University, UK, and is certified as a Master Practitioner of NLP. He has extensive international business experience and speaks five languages.

In this Book

  • Developing Knowledge-Based Client Relationships—The Future of Professional Services
  • Introduction
  • Adding Value to Clients: The Increasing Knowledge Component
  • Professional Services: Achieving Differentiation in Rapidly Changing Industries
  • Adding Value to Information: From Information to Knowledge
  • Adding Value to Client Decision Making: Better Strategic, Line, and Portfolio Decisions
  • Adding Value to Client Capabilities: Enhancing Processes and Skills
  • Channels for Knowledge Transfer: Managing Communication Portfolios
  • Firm-Wide Relationship Management: Structuring Client Contact
  • Co-Creation of Knowledge: Creating Value and Building Relationships
  • Pricing Knowledge: Implementing New Revenue Models
  • Creating Value in the Knowledge Economy: People, Strategy, Relationships, and Communication
  • Bibliography