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

By Ross Dawson

Index

A

Abrasion, creative, 180

Access

communication, 135 36

and permissioning, 165

and use, 71

Acquisition

mental models and knowledge, 247 48

visual knowledge, 245 47

Advice, providing unstructured, 120 21

Advoco.com, 203

Analogy, 232 33

Analysis, 69

Arthur Andersen s KnowledgeSpace, 181 82

Associative mental models, 231 34

analogy, 232 33

causality, 233 34

contiguity, 234

contrast, 234

similarity, 232 33

Attention economy, 61 62

Auctioning, 203

Awareness, risk, 84 85

B

Baan, 139 40

Bandwidth, 18 19, 127 28

and communication access, 135 36

Behaviors

individual skills and, 76

organizational skills and, 77

Black-box services and knowledge transfer, 5 7, 10 11

Blake Dawson Waldron, 82

BMPDDB, 114

Booz Allen & Hamilton, 99, 198

Brainstorming, 179 80

Business

models for co-creation of knowledge, 172 75

new, 207

Business Process Reengineering (BPR), 110

C

Cambridge Technology Partners, 191

Capabilities

adding to client, 103 22

approaches to enhancing client, 108

and competencies, 103 8

developing, 77

developing information and knowledge, 74 77

enhanced, 8

fields for developing, 75 77

and meta-capabilities, 105 6

Causality, 233 34

Celemi, 118

Channels

communication, 129 34, 209

digital, 134 37, 137 41

for knowledge transfer, 125 43

managing communication, 125 26, 142 43

offering clients choices of, 142

strategic use of communication, 141 42

Chemistry, personal, 161

Chief knowledge officers (CKOs), 4

Chunking and hierarchies, 234 35

CIBC Global Markets, 114

Cisco Systems, 140

Client/service provider teams, joint, 115 16

Clients

adding value to, 3 30

capabilities

adding to, 103 2

approaches to enhancing, 108

coaching and mentoring, 117 21

contacts disintermediating personal, 163 65 structuring, 144 70

culture of, 146

decision making, 80 102

desires, 25 26

differences and structuring contact, 145 46

feedback, 162 63

functions, 45 46

knowledge roles, 155 56

knowledge transfer to, 5 8

better decision making, 7

black-box...

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

TABLE OF CONTENTS

Index

A

B

C

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