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.
Video: Positive Deviance
A collection of videos on Positive Deviance.
Positive Deviance (PD) is an approach to behavioral and social change based on the observation that in every community there are individuals or groups of people (so called Positive Deviants) whose behaviours and strategies enable them to find better solutions to problems than their peers even though they have access to the same resources and face similar challenges.
In the international development and health sectors, PD has been used to address issues as diverse as childhood malnutrition, neo-natal mortality, girl trafficking, school drop-out, female genital mutilation (FGM), MRSA infections in hospitals and HIV/AIDS.
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Ross Dawson Founder & Chief Executive Officer of Advanced Human Technologies
If you are interested in Knowledge Management, the
or the role of conversation in organizational life then you my be interested in this online book I am writing on
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