Book Description
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.
*Completely updated and revised to focus on the latest thinking in client relationships and professional services
* Discusses how to make effective use of the new collaborative technologies
* Includes numerous case studies and examples of real professional services firms
Download Description
Developing Knowledge-Based Client Relationships, Second Edition, 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 com
Customer Reviews:
Hitting the Suite Spot.......2005-09-13
The only thing wrong with this book is that more CEOs don't read it. Ross Dawson captures and communicates the strategic and tactical imperatives to help any organization (or person) build lasting and successful client relationships. It is akin to something you always knew but didn't know how to say. Ross does all the work and makes it seem easy. From placing value on your services (do you want to be a commodity or a partner) to implementing collaborative technologies, Ross tells it like it is, in a way that even the most static organization can understand and embrace. A must read for anyone who wants to survive in today's marketplace. Great for marketing communications professionals in particular (at advertisers or at agencies).
Tony Keevan
Great Upgrade in the second edition.......2005-08-13
Ross Dawson has recently produced the second edition to his successful Developing Knowledge-Based Client Relationships. Opening sentences set the tone: "Knowledge and relationships are where all value resides in today's economy...Moreover, knowledge itself is all about relationships." This resonates well with my experience. In this book, Ross looks at this issue in the context of professional service firms, a market in which I spent over 20 years of service. In this case, a client is not simply purchasing the services of the smart individual assigned to them, but the collective knowledge of the entire firm. That is where the unique value lies. Otherwise a simple placement service at much lower rates would be sufficient.
This is the second edition of a book which first appeared in 2000. One of the major upgrades came from an understanding that if you clients do not recognize the value you create for them through more knowledge-based relationships and services, it does not help you or your clients. This new edition addresses this issue by proving material on how to lead your clients through knowledge based relations and understand the value they bring. Ross provides a useful model for obtaining a deep partnership with your client. The four stages are engaging, aligning, deepening, and partnering. While there are many such models, I have found them useful focal points for activities. For example, we used a somewhat similar model to design our internal marketing efforts at Ryder. It helps to ensure that you are laying the right foundation for a deep relationship and not getting ahead of the process. You do not what to conduct aligning activities until you are engaged, etc. Sounds simple, but this point is often overlooked in practice without a model to check against.
There is a good section on the current and future status of professional service firms and a multi-chapter section on how these firms can add value by promoting knowledge-based relationships with their clients. Being very practical I was especially interested in the final section on implementation. How can you practically do this stuff? As Ross wrote, the real value is making these things happen. I was not disappointed here. He gives a robust framework of the five key domains: strategies, structures, process, skills, and culture. But, more importantly, fills this framework in with specific suggestions.
Next, follows a review of the growing communication channels available to connect with clients and their strengths and limitations. There is a tradeoff between efficiency and relationship strength. But the high payoff activities come from the high relationship initiatives. Ross extends this approach to offer ways to expand client contact beyond the initial relationships that brought you into the firm. This expanded contact requires greater guidance and leadership to ensure consistency and alignment with your objectives for the client and this leadership is the subject of the next chapter. Here he makes use of the four stage model introduced earlier, engaging, aligning, deepening, and partnering, and applies it to a variety of communication channels. I have found that a key to success in most consulting relationships is active involvement by the client. The best initiatives, the ground breaking ones, came from a partnering with some smart client people. The worst were ones were we were forced to do it for them. Ross develops this theme in the next chapter on co-creation with some excellent examples such as the successful London ad agency, Mother.
Ross concludes with an appendix on the nature of mental models drawing on cognitive science. This was my academic field so I read this piece with great interest. He covers the two main types of mental representations, analogical or sensory based like images, and propositional which are abstract in nature and best represented by language and math. These two forms can complement each other but their qualities need to recognized and taken advantage of in communication. The goal of this review of the basic concepts of cognitive science is to provide a grounding in ways to more effectively transfer knowledge. To transfer knowledge we must understand how people acquire this knowledge.
I certainly recommend this book to anyone who wants to develop deeper client relations, create more impactful initiatives and enable their clients to appreciate the significance of this work.
Amazon.com
So where do you want to go tomorrow? That's the question Bill Gates tries to answer in Business @ the Speed of Thought. Gates offers a 12-step program for companies wanting to do business in the next millennium. The book's premise: Thanks to technology, the speed of business is accelerating at an ever-increasing rate, and to survive, it must develop an infrastructure--a "digital nervous system"--that allows for the unfettered movement of information inside a company. Gates writes that "The most meaningful way to differentiate your company from your competition ... is to do an outstanding job with information. How you gather, manage, and use information will determine whether you win or lose."
The book is peppered with examples of companies that have already successfully engineered information networks to manage inventory, sales, and customer relationships better. The examples run from Coca-Cola's ability to download sales data from vending machines to Microsoft's own internal practices, such as its reliance on e-mail for company-wide communication and the conversion of most paper processes to digital ones (an assertion that seems somewhat at odds with the now-infamous "by hand on sheets of paper" method of tracking profits that was revealed during Microsoft's antitrust trial).
While Gates breaks no new ground--dozens of authors have been writing about competing on a digital playing field for some time, among them Carl Shapiro and Hal Varian in Information Rules and Patricia Seybold in Customers.com--businesses that want a wakeup call may find this book a ringer. With excerpts in Time magazine, a dedicated Web site, and an all-out media assault, Microsoft is working hard to push Business @ the Speed of Thought into the national dialogue, and for many it will be difficult to see the book as anything but a finely tuned marketing campaign for the forthcoming versions of Windows NT and MS Office. Nevertheless, as Gates has shown time and time again, him, Microsoft, and perhaps even this book you may ignore at your own peril. --Harry C. Edwards
Book Description
So where do you want to go tomorrow? That's the question Bill Gates tries to answer in Business @ the Speed of Thought. Gates offers a 12-step program for companies wanting to do business in the next millennium. The book's premise: Thanks to technology, the speed of business is accelerating at an ever-increasing rate, and to survive, it must develop an infrastructure--a "digital nervous system"--that allows for the unfettered movement of information inside a company. Gates writes that "The most meaningful way to differentiate your company from your competition ... is to do an outstanding job with information. How you gather, manage, and use information will determine whether you win or lose."The book is peppered with examples of companies that have already successfully engineered information networks to manage inventory, sales, and customer relationships better. The examples run from Coca-Cola's ability to download sales data from vending machines to Microsoft's own internal practices, such as its reliance on e-mail for company-wide communication and the conversion of most paper processes to digital ones (an assertion that seems somewhat at odds with the now-infamous "by hand on sheets of paper" method of tracking profits that was revealed during Microsoft's antitrust trial).While Gates breaks no new ground--dozens of authors have been writing about competing on a digital playing field for some time, among them Carl Shapiro and Hal Varian inInformation Rules and Patricia Seybold inCustomers.com--businesses that want a wakeup call may find this book a ringer. With excerpts in Time magazine, a dedicated Web site, and an all-out media assault, Microsoft is working hard to push Business @ the Speed of Thought into the national dialogue, and for many it will be difficult to see the book as anything but a finely tuned marketing campaign for the forthcoming versions of Windows NT and MS Office. Nevertheless, as Gates has shown time and time again, him, Microsoft, and perhaps even this book you may ignore at your own peril. --Harry C. Edwards
Customer Reviews:
The bible of High technology management.......2004-04-21
Great book by great man. I would say the way Gates presented his thoughts by real-life examples is extra ordinary. I think great men like him should always write books like this.
telling..........2004-02-06
Gates has missed the cluetrain. Microsoft is still engaging in the us against them corporate mentality, and this book reveals why. He's so focussed on the boardroom mentality that he seems to have no clue what his CUSTOMERS want. It's all about how the internet can serve the company, rather than how the company can fill the needs of the community.
Business according to Chairman Bill.......2003-09-16
Business @ the Speed of Thought provides a great overview of how companies need to adjust their internal business systems to survive, adapt and embrace new technologies. The book is written in a non-technical way which makes it ideal for non IT managers. I recommend it.
Apple vs. Microsoft over the 'mouse graphics interface'........2003-06-08
Originally the 'mouse' belonged to 'Xerox',later Steve Jobs acquired the 'mouse' for the exclusive use by 'Apple Computer' only,which in turn gave 'Apple' the edge over their rivals like 'IBM'. With 'Apple' having the exclusive 'legal right' and 'ownership' over the 'mouse',Steve Jobs was invincible in the computer business world,and an 'Apple computer' was the thing to get. Later, Steve Jobs invited Bill Gates to 'Apple',and Bill Gates learned the inner workings of the 'mouse',in turn he adapted the 'mouse graphics interface' to his 'Microsoft Windows',and later started to peddle the 'mouse' to rivals like 'IBM','H/P','Sony','Toshiba',and etc. In turn the 'mouse graphics interface' that belonged 'solely' to 'Apple' exclusively,now also belonged to 'Apple's' rivals,by purchasing the 'Microsoft Windows' program,with a high 'payable' license fee 'paid' to a Mr. Bill Gates. Alot of computer companies can make a 'Microsoft Windows' platform,but can't use the 'mouse graphics interface' without the permission of 'Apple' or 'Microsoft Windows',without the use of the 'mouse graphics interface',you got nothing,and that's where Bill Gates has a 'monopoly' on the the 'Windows' platform. Anybody who tries to 'copy' the 'mouse graphics interface',will get their 'can' sued-off to the hilt by both 'Apple' and 'Microsoft Windows'. This is why the President of 'Apple'(at the time), John Sculley fired Steve Jobs,because Steve Jobs lost the 'mouse graphics interface' to Bill Gates,and in turn gave Bill Gates the edge over his rivals,which is 'none' to date. In plain English,Steve Jobs just fumbled the 'ball',and was intercepted by Bill Gates,the 'ball' being the 'mouse graphics interface'. Today 'Microsoft Windows' acts as 'Apples' agent and distributor for the 'mouse graphics interface',which is the sole property of 'Apple Computer',and joint partner 'Microsoft Windows'.
Simple, but Sweet!.......2003-04-15
OVERVIEW
Business at the Speed of Thought is far more than a position paper on his business strategies, nor is it a public relations effort to soften the critics or judiciary overseers. The book takes a higher conceptual approach, focusing on the imperative role of information and knowledge management will play in running today's organizations. Gates speaks as a consultant, using the successes and failures of real companies, in a case-study approach, to support his philosophies and strategies. It is more basic than revolutionary, but the vision is expressed with great clarity and given depth and breadth through pragmatic, working examples.
CEO's, other organizational leaders, and managers at all levels can potentially benefit from the ideas illustrated. As a small business owner, I found at least half of the content relevant to improving the efficiency of my business operations. Further, those who believe that technology will continue to play an increasingly significant role in the marketplace, should grab a cup of coffee, a pen, and actively read this book.
The book is organized into four distinct sections: information flow, commerce, knowledge management, and business operations. The author's basic premise is that the success or failure of an organization will depend on how well they gather, manage, and use information. Gathering information is the first step in this direction. Gates observes the importance of gathering "business facts", which encompass internal as well as external forces. These business facts concern customers, vendors, distributors, competitors, and internal systems and procedures.
DISCUSSION
While Gates coherent 12-step program to the implementation of a "Digital Nervous System" is a useful guide to better integrate IT with existing business resources, it unfortunately gave little attention to much deserved social and psychological issues. Gates refuses to admit any problems with technology. This technological utopianism results in an incomplete analysis and does not discriminate at all. As a result, the potential pitfalls are not identified, which could lead to oversight. Functionally, it may lead to a blind, non-discriminatory adoption to digital processes. This absolute change to may produce the inefficiency it is meant to eliminate.
Under this approach, the problems fade into the background because the technology is so perfect. For example, Gates insists that communication flow through the organization over e-mail so that you can act on news with reflex like speed. It is difficult to take a 'key step' like this seriously. Is the ability to act with 'reflex-like speed' really a function of the communication medium, or is it dependent on such factors as experience, intelligence, etc.? Is there no downside to e-mail? What of the lack of truly human communication, that is, fact-to-face, if e-mail is used for all communication? Is it surprising that chief executives fly around the world almost continuously to talk face-to-face? Do they use e-mail, or do they prefer to see the whites of the potential partner's eyes?
Despite these criticisms, I enjoyed this book from cover to cover, and have used its content to increase the productivity of the technological resources owned by my business. Business @ the Speed of Thought illustrates its concepts with detailed case studies of top-notch companies as well as Microsoft in a variety of industries, making the "Digital Nervous System" relevant to a broad and diverse audience. He uses accurate yet easy to understand language, abandoning technical jargon. This, combined with an introduction which provides a clear layout of the books objectives, produces a coherent and pragmatic resource for all people, business persons and non-business persons.
The analysis within the case studies gives examples of how IT can improve, or did improve, failed processes. These examples of already successfully re-engineered information networks, provides concrete methods of how to manage inventory, sales, customer relationships, etc. Because Gates draws from a diverse field of companies, the advice of Gates is useful for all business people of all types of organizations, from service to merchandising, and profit to non-profit.
In addition, the concept of a "Digital Nervous System" can be applied to the personal lives of people who are adapting what he calls a Web Lifestyle. I concur with Gate's conviction that the success of businesses will be a function of how you gather, manage, and use information. Subsequently, Business @ the Speed of Thought goes a long way to increasing vital IT knowledge and skills; and these life-long skills are as important for personal, academic, and professional achievement as traditional academic knowledge and skills such as Math and Science.
CONCLUSION
While Gates breaks no new ground, he provides specific examples that illustrate the necessary steps to help businesses capitalize on their IT investment, and authentic examples of its realized benefits. I recommend this book to anybody who feels they are unclear on how to integrate IT with current business operations, as well as to individuals who desire to learn more about how to utilize technology to improve their personal tasks. I do not believe Business @ the Speed of Thought is just a finely tuned marketing campaign, but it may be hard for those who do not favor Microsoft to listen to Gates for the entire length of the book. In this case I recommend people read selected chapters that are in line with their individual or business IT objectives. As Gates has shown time and time again, him, Microsoft, and perhaps even this book you may ignore at your own peril.
Average customer rating:
- Knowledge management revisited
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Living Knowledge: The Dynamics of Professional Service Work
Manufacturer: Palgrave Macmillan
ProductGroup: Book
Binding: Hardcover
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ASIN: 1403920605 |
Book Description
What should the next generation of knowledge management practices be? Living Knowledge offers an empirical perspective on the dynamic and living nature of knowledge in organizations, based on research on professional service work. The book starts from a perspective on knowledge as being constituted in practice and guides the reader through a diverse set of organizational experiences. These cases present a series of new concepts for understanding and managing knowledge, such as half-worked boundary objects, knowledge hyperstories, activity centered knowledge support and knowledge dramas.
Customer Reviews:
Knowledge management revisited.......2004-08-23
This timely and important book is a highly unusual contribution in the field of knowledge management. The authors have identified the implicit dilemma in most knowledge management texts, i.e. while we know that organizational knowledge exists in practice and processes, it is most often treated as information to be gathered, stored and managed. In this book, the contributing authors have taken corrective action, and with good results. They treat knowledge as a property of living and breathing people and the social interaction they engage in.
The book is useful in a number of ways:
- First, the authors have developed a personal and unique viewpoint to knowledge management, which they validate through the extensive use of empirical insights, as experienced by the researchers themselves.
- Second, the authors make use of theories from continental philosophy and literature research in an accessible manner, thus offering introductions to theories and viewpoints novel to management scientists as well as practicing managers.
- Third, the book may also serve as a successful example of making good science out of organization development processes in which a researcher participates as an active change agent. While many management researchers are involved in such projects, we see too few academically satisfactory publications of such work.
I recommend this book to all adventurous practitioners and scholars interested or involved in knowledge management.
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Knowledge Management for IT Professionals (Computer Weekly Professional)
Tom Knight , and
Trevor Howes
Manufacturer: Butterworth-Heinemann
ProductGroup: Book
Binding: Hardcover
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ASIN: 075064902X |
Book Description
We are now in the 'third wave' of Knowledge Management - the first was focused on the potential of new technology, while the second focused on the nature of knowledge and how people 'know' and learn. The focus in the third phase is two-fold: building individual and team productivity, and proper alignment of Knowledge Management efforts in helping deliver on strategic goals of the organization.
Knowledge Management- a Blueprint for Delivery explores and builds on current ideas about the dynamics of knowledge in organizations, answering such questions as: 'What is knowledge management?' and 'What does it mean for today's companies and organizations?'
Written by two leading knowledge management practitioners, this book looks beyond academic theory and software company hype to focus on the roles that knowledge and information play in creating high-performance organizations.
Built on their extensive experience of Knowledge Management programme design and delivery,
Knowledge Management- a Blueprint for Delivery:
contains a comprehensive survey of the whole area of Knowledge Management, from theory and strategy creation through to techniques, tools, and delivery of change
provides an insight into developing and managing Knowledge Management initiatives
bridges the gap between theoretical, strategic, and practical hands-on perspectives
Contains a comprehensive survey of the whole area of Knowledge Management, from theory and strategy creation through to techniques, tools and delivery of change
Provides an insight into developing and managing Knowledge Management initiatives
Bridges the gap between theoretical, strategic and practical hands-on perspectives
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It Workers: Human Capital Issues in a Knowledge Based Environment (Research in Human Resource Management) (Research in Human Resource Management)
Manufacturer: Information Age Publishing
ProductGroup: Book
Binding: Paperback
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Human Resources & Personnel Management
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ASIN: 1593114451 |
Book Description
The goal of this book is to serve as a gathering of knowledge and ideas at the intersection of the human resource management (HRM) and management information systems (MIS)/information technology (IT) fields. In striving toward achieving this goal we have relied on authors who responded to our call for work within this intersection. As described more fully below, the chapters clustered into four topic areas: (1) effective management of IT workers, (2) IT workers and their careers, (3) diversity in IT, and (4) organizational issues. Thus, this book focuses on selected areas within the intersection of these fields rather than covering the entire intersection. Of course, the broad goal of this book could not be completely fulfilled - and even if it were, such knowledge would be continually overtaken by the ongoing evolution of people, technology, and their interactions. However, in the process of undertaking this project, we have had the opportunity to make some observations about the current state of knowledge regarding IT workers, the human capital that makes it possible for organizations in a knowledge-based economy to plan, create, integrate, operate, and maintain their various IT-based systems.
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Beyond Degrees: Professional Learning for Knowledge Services
Guy St. Clair , and
Lauren Albert
Manufacturer: K. G. Saur
ProductGroup: Book
Binding: Hardcover
MIS
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Library Management
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General
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ASIN: 3598243693 |
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Business Knowledge for IT in Insurance (Bizle Professional)
Essvale Corporation Limited
Manufacturer: Essvale Corporation Limited
ProductGroup: Book
Binding: Paperback
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ASIN: 0955412439 |
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Business Knowledge for IT in Investment Management (Bizle Professional)
essvale corporation Limited
Manufacturer: Essvale Corporation Limited
ProductGroup: Book
Binding: Paperback
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| Business & Investing
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Investing
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| Bonds
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| Introduction
| Mutual Funds
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High-Tech
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ASIN: 0955412412 |
Book Description
A revolution is a foot in the IT industry; there is no denying the fact. IT professionals that are forward-thinking are embracing this revolution; they realise that business knowledge is the lifeblood of a successful and fulfilling career in IT. Against this backdrop, Essvale Corporation Limited presents "Business Knowledge for IT in Investment Management", designed to deliver the required business knowledge to discerning IT professionals in the Investment Management industry. The 12 chapters in this book cover the following topics: an overview of the Investment management; recent trends in Investment management; the business environment in Investment Management; major players in the Investment management industry; the common systems used in Investment management; and, the future of IT and business in Investment management. Latest innovations in business and IT in the IM industry discussed in the book include 130/30 strategies, Liability Driven Investment, Service Oriented Architecture, Islamic Asset Management, Hedge Fund Cloning and much more. Contributors to this book include:
ETF Securities,
Charles River Development,
DST International,
Positiveview,
Latent Zero,
Statpro,
Investment Horizon,
Bearing Point,
Morse,
and Linedata.
"Business Knowledge for IT in Investment Management" is an invaluable handbook for professionals working in investment management and crossovers. It is targeted at IT professionals such as: Project Managers; Application developers; Development Managers; Test Managers; Business Analysts; Data Analysts; Systems Analysts; Test Analysts; Support Analysts; Database Administrators; and HR staff responsible for IT recruitment.
Books:
- Dynamic Capabilities: Understanding Strategic Change in Organizations
- Engineering Design: A Materials and Processing Approach
- Enterprise Architecture As Strategy: Creating a Foundation for Business Execution
- Essentials of Fire Fighting
- Ethics in Crime and Justice: Dilemmas and Decisions (Ethics in Crime and Justice)
- Evaluating Practice: Guidelines for the Accountable Professional (5th Edition)
- Execution: The Discipline of Getting Things Done
- Execution: The Discipline of Getting Things Done
- Experiential Approach to Organization Development, An (7th Edition)
- Facilitating Organization Change: Lessons from Complexity Science
Books Index
Books Home
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Client at the Core: Marketing and Managing Today's Professional Services Firm
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Clients for Life: Evolving from an Expert-for-Hire to an Extraordinary Adviser
The Firm of the Future: A Guide for Accountants, Lawyers, and Other Professional Services
