Cover image for Developing knowledge-based client relationships : the future of professional services
Developing knowledge-based client relationships : the future of professional services
Dawson, Ross, 1962-
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Publication Information:
Boston : Butterworth-Heinemann, [2000]

Physical Description:
xix, 275 pages : illustrations ; 24 cm
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Material Type
Home Location
Central Library HD69.C6 D39 2000 Adult Non-Fiction Central Closed Stacks

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An exploration of the importance of information and knowledge in business transactions and client relationships. It discusses what knowledge organizations can do to enhance the value of knowledge they deliver to clients, and presents a theoretical framework, case studies and examples.

Table of Contents

Prefacep. xi
Acknowledgmentsp. xiii
Introductionp. xv
Part I Knowledge-Based Client Relationshipsp. 1
Chapter 1 Adding Value to Clients: The Increasing Knowledge Componentp. 3
Chapter 2 Professional Services: Achieving Differentiation in Rapidly Changing Industriesp. 31
Part II Adding Value with Knowledgep. 57
Chapter 3 Adding Value to Information: From Information to Knowledgep. 59
Chapter 4 Adding Value to Client Decision Making: Better Strategic, Line, and Portfolio Decisionsp. 80
Chapter 5 Adding Value to Client Capabilities: Enhancing Processes and Skillsp. 103
Part III Implementationp. 123
Chapter 6 Channels for Knowledge Transfer: Managing Communication Portfoliosp. 125
Chapter 7 Firm-Wide Relationship Management: Structuring Client Contactp. 144
Chapter 8 Co-Creation of Knowledge: Creating Value and Building Relationshipsp. 171
Chapter 9 Pricing Knowledge: Implementing New Revenue Modelsp. 188
Chapter 10 Creating Value in the Knowledge Economy: People, Strategy, Relationships, and Communicationp. 206
Appendix The Nature of Mental Models: How People Acquire Knowledgep. 223
Bibliographyp. 253
Indexp. 265

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