Tapping Networks to Enhance Revenue Performance

Slide 1: Tapping Networks to Bring the Best of the Firm to Clients Ross Dawson CEO, Advanced Human Technologies Author, Living Networks and Developing Knowledge-Based Client Relationships Network Roundtable – November 6, 2006

Slide 2: Key networks in high-value client relationships Capabilities Opportunities Firm Client Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 3: Network insights into enhancing revenue Key Networks  Relationship team performance  Client interface  Accessing firm capabilities Performance enhancement  Firm-level  Client-level Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 4: Client relationship team networks Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 5: Firm-client interface networks Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 6: Accessing the relevant talent of the firm Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 7: Performance enhancement at firm level  Tailor relationship team network structure to client Adapt network structure to relationship maturity Evolve team structure as relationship develops  Identify and prioritize interventions to enhance access to firm (and external) capabilities Identify primary barriers to drawing on firm capabilities Identify potential interventions Design studies to assess impact of identified potential interventions  Establish “push/ pull” internal markets to make firm capabilities more visible to relationship executives Internal resource teams provide insights to appropriate relationship leaders Relationship leaders and client executives seek relevant capabilities Effective use of social media Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 8: Four stages of relationship development Initiate Align Broaden Partner Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 9: Evolving network structure as client relationships develop Relationship Objectives Relationship team Key actions Stage structure Access most relevant Sales leader with broad internal Select sales leader and team Initiate capabilities to demonstrate connections. Small team with relevant capabilities. unique value to client. represents key firm capabilities. Support sales team’s access to key firm resources. Establish clear Clearly defined membership of Define relationship team roles, Align communication channels to relationship team, covering responsiblities, communication facilitate access to client. scope of firm’s relevant processes. capabilities. Establish peer Potential transition from sales relationships between firm and leader to relationship leader. client executives. Bring in new contacts on both Client contact extends beyond Monitor and actively support Broaden firm and client sides. core relationship team. Tiered relationship network that links Establish true organizational relationship responsibilities. capabilities to client relationship. Contact redundancy for key opportunities. client executives. Provide tools (social media etc.) to notify extended team of insights into client. Facilitate joint value creation Core relationship leader team on Support direct client interaction. Partner through open relationship and both sides. Direct communication Monitor effectiveness. Actively access. between specialists on most build innovation links across issues. organizations. Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 10: Interventions to enhance client access to firm capabilities Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 11: Performance enhancement at client level  Relationship team Initiatives to optimize relationship leader centrality in team Define relationship team structure and responsibilities Refine team communication processes/ establish initiatives Use client team comparisons to identify success drivers  Client interface Initiatives to optimize relationship leader centrality in client interface Identify specific direct communication paths to initiate Establish appropriate redundancy for key client contacts  Accessing firm capabilities Identify gaps in connection to firm capabilities Design activities to bridge gaps Identify best brokers to enhance internal connectivity Establish formal broker roles in relationship team Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies

Slide 12: The path forward  Enhancing relationship performance Network approaches are the frontier in enhancing client relationship performance  Organizations Establish formal relationship teams Refine relationship team performance Design interventions for specific improvements  Teams Use ONA as a performance enhancement tool Tapping Networks to Bring the Best of the Firm to Clients Advanced Human Technologies