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

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

"Ross Dawson has done a brilliant job of examining how all businesses (not just professional services, though that is where he focuses) can build knowledge-based relationships to create new, immensely lucrative ways of doing business." - Thomas A. Stewart, Author of Intellectual Capital

"At last! A book that talks about the practical challenges and difficulties we all face in applying knowledge management principles in a professional services environment. This book should be required reading, not only for professional services knowledge workers, but also for aspiring content dot-com entrepreneurs." - John G. Peetz, Chief Knowledge Officer, Ernst & Young LLP

"A much-needed guidebook for all who seek to add value through knowledge, and get paid for doing it." - Keith Reinhard, Chairman/CEO, DDB Worldwide Communications Group

"Ross Dawson's book offers a meticulous analysis of all key drivers which define successful business relationships. Highly topical, Developing Knowledge-Based Client Relationships is 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." - Marcel Kreis, Managing Director, UBS Singapore

"It is an essential read for managers in all organizations, and I'd particularly recommend managers of internal service departments to study its ideas carefully." - Dr. Karl-Erik Sveiby, Author of The New Organizational Wealth

B.Sc. (Hons.) in Physics, Bristol University, U.K., Managing Director of Advanced Human Technologies: a consulting firm specialising in developing the information and knowledge skills and capabilities of investment banks and knowledge organizations