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

List of Figures

Chapter 1: Adding Value to Clients: The Increasing Knowledge Component

Figure 1 1: The knowledge management cycle.
Figure 1 2: The virtuous circle of knowledge transfer and developing client relationships.

Chapter 2: Professional Services: Achieving Differentiation in Rapidly Changing Industries

Figure 2 1: Convergence in professional services industries.
Figure 2 2: Unbundling of professional services.
Figure 2 3: Commoditization and differentiation across the spectrum of services.
Figure 2 4: A general model of professional service firms.

Chapter 3: Adding Value to Information: From Information to Knowledge

Figure 3 1: How people add value to information.

Chapter 4: Adding Value to Client Decision Making: Better Strategic, Line, and Portfolio Decisions

Figure 4 1: Mental models in decision making.
Figure 4 2: Integrating a range of individual mental models produces richer group mental models, and the basis for constructive communication.

Chapter 5: Adding Value to Client Capabilities: Enhancing Processes and Skills

Figure 5 1: Processes are a fusion of processes and skills; meta-capabilities contribute to developing and enhancing other business capabilities.
Figure 5 2: Single-loop and double-loop learning.

Chapter 6: Channels for Knowledge Transfer: Managing Communication Portfolios

Figure 6 1: Using extranet technology for joint project management.

Chapter 7: Firm-Wide Relationship Management: Structuring Client Contact

Figure 7 1: The diamond or mirror model of relationship management.
Figure 7 2: The guru model of relationship management.
Figure 7 3: The portfolio sales model of relationship management.
Figure 7 4: Technology can disintermediate personal contact with clients.

Chapter 8: Co-Creation of Knowledge: Creating Value and Building Relationships

Figure 8 1: The learning cycle.
Figure 8 2: The knowledge development loop within and...
Copyright Butterworth-Heinemann 2000 under license agreement with Books24x7
< Previous Excerpt Next Excerpt >
Purchase This Book

UNLIMITED FREE
ACCESS TO THE WORLD'S BEST IDEAS

SUBMIT
Already a GlobalSpec user? Log in.

This is embarrasing...

An error occurred while processing the form. Please try again in a few minutes.

Customize Your GlobalSpec Experience

Category: Fiberglass Fabrication Services

Select Your Free Newsletters

Industry Newsletters

Select Your Free Product Alerts

Finish!
Privacy Policy

This is embarrasing...

An error occurred while processing the form. Please try again in a few minutes.