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Developing Knowledge-Based Client Relationships, 2nd ed, focuses on high-value client relationships and key drivers of these today, in particular knowledge-based client relationships. Author Ross Dawson presents clearly and in an extremely practical fashion what knowledge organizations can do to enhance the value of the knowledge they deliver to clients in order to strengthen the client relationship, provide client leaderships, and develop mutually profitable relationships. Dawson then presents a framework for enhancing the client relationship capabilities of the firm, which examines strategy, structures, processes, skills and culture as key enablers of relationship capabilities
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.