Developing Knowledge-Based Client Relationships: Leadership in Professional Services, 2/e (Paperback)

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.

 

Table of Contents:

Part 1: Client Leadership
1 Leading Your Clients: Developing Knowledge-Based Relationships
2 The Future of Professional Services: Differentiation in Rapidly Changing
Industries
Part 2: Adding Value with Knowledge
3 Adding Value to Information: From Information to Knowledge
4 Adding Value to Client Decision-Making: Better Strategic, Line, and Portfolio
Decisions
5 Adding Value to Client Capabilities: Enhancing Processes and Skills
Part 3: Implementation
6 Enhancing Client Relationship Capabilities: Implementing Key Client Programs
7 Platforms to Channels: Implementing Communication Portfolios
8 Firm-Wide Relationship Management: Structuring Client Contact
9 Leading Relationship Teams: Creating Consistent Communication
10 Co-Creating Value: Building Partnerships and Developing Knowledge
11 Value-Based Pricing: Implementing New Revenue Models
12 Taking Action: Leading Your Clients in the Knowledge Economy
Appendix: The Nature of Mental Models: How People Acquire Knowledge

描述：

《發展基於知識的客戶關係，第二版》展示了組織如何引導其重要客戶建立持久、有利可圖、高價值的關係。在基於知識的客戶關係的強大而經過驗證的原則基礎上，羅斯·道森（Ross Dawson）為所有專業和知識型企業提供了明確且極其實用的方法，教導他們如何為客戶和自己創造獨特價值。
詳細的案例研究涵蓋了各種專業服務行業，提供了該領域世界領先實踐的寶貴見解。


他詳細探討了關鍵客戶計劃，以及如何通過這些計劃建立更深入的基於知識的關係。他詳細討論了當今可用的協作技術以及如何在客戶關係中使用它們，以及管理通信渠道組合。他還討論了全公司的關係管理、領導關係團隊以及基於知識的客戶關係的價值定價。通過提供潛在的理論框架、各種結構化關係和向客戶呈現知識的工具，以及許多成功實施這些概念的公司的案例研究和示例，他完成了這些內容。

 

目錄：

第一部分：客戶領導
1 引領您的客戶：發展基於知識的關係
2 專業服務的未來：在快速變化的行業中實現差異化
第二部分：知識增值
3 為信息增值：從信息到知識
4 為客戶決策增值：改善戰略、線路和投資組合決策
5 為客戶能力增值：增強流程和技能
第三部分：實施
6 增強客戶關係能力：實施關鍵客戶計劃
7 從平台到渠道：實施通信組合
8 全公司關係管理：結構化客戶接觸
9 領導關係團隊：創建一致的溝通
10 共同創造價值：建立合作夥伴關係和發展知識
11 基於價值的定價：實施新的收入模型
12 採取行動：在知識經濟中引領您的客戶
附錄：心智模型的性質：人們如何獲取知識