SlideShare a Scribd company logo
Developing  Knowledge-Based Client Relationships: The Key to Avoiding Commoditization AESC – December 5, 2007 Ross Dawson CEO, Advanced Human Technologies Author,  Living Networks  and Developing Knowledge-Based Client Relationships
The weightless economy Source: US DoC; Cap Gemini Ernst & Young
Knowledge depreciates!
We’ve come a long way...
“ Finite players play  within  boundaries; infinite players play  with  boundaries” - James Carse
The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
MegaTrends of professional services Client sophistication Governance Connectivity Transparency Modularization Globalization Commoditization
Clients get savvy
The rise of accountability
We love instant communication
Flows across boundaries
Information wants to be free
Complete transparency for clients
The power of modularization
Global supply and demand
Services become commoditized
MegaTrends of professional services Client sophistication Governance Connectivity Transparency Modularization Globalization Commoditization
The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
Clients lead their suppliers
A relationship is a process How do you create continued positive momentum in a relationship? There is no such thing as a static relationship….
The spectrum of relationship styles
Client leadership
Stages of relationship development Align Broaden Partner Initiate
The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
Information and knowledge
Types of services Black-box :  client receives an outcome, but is left none the wiser: readily commoditized and little scope for client interaction Knowledge-based :  client and professional collaborate, integrate their specialist knowledge, develop mutual knowledge: far greater value, and drives interaction and a strong relationship
The virtuous circle of  knowledge-based relationships
The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
It’s a small world...
The network organization
Key junctures for value creation Professional  Firm Client Capabilities Opportunities
Integrating expertise  to create unique value
Matching team structure to the client Relationship Stage Objectives Relationship team structure Key actions Initiate Access most relevant capabilities to demonstrate unique value to client. Sales leader with broad internal connections. Small team represents key firm capabilities. Select sales leader and team with relevant capabilities. Support sales team’s access to key firm resources. Align Establish clear communication channels to facilitate access to client. Clearly defined membership of relationship team, covering scope of firm’s relevant capabilities. Establish peer relationships between firm and client executives. Define relationship team roles, responsiblities, communication processes. Potential transition from sales leader to relationship leader. Broaden Bring in new contacts on both firm and client sides. Establish true organizational relationship. Client contact extends beyond core relationship team. Tiered relationship responsibilities. Contact redundancy for key client executives. Monitor and actively support relationship network that links capabilities to client opportunities. Provide tools (social media etc.) to notify extended team of insights into client.  Partner Facilitate joint value creation through open relationship and access. Core relationship leader team on both sides. Direct communication between specialists on most issues.  Support direct client interaction. Monitor effectiveness. Actively build innovation links across organizations.
Requirements for accessing expertise Awareness of capabilities Understanding of those capabilities Confidence in those capabilities Personal trust  Action!
The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
Distinctive value
The heart of professional services
Enhancing Client Relationship Capabilities Culture Focus on enhancing client service and client knowledge  Effective client relationship team communication Attitude of client partnership Effectively using processes and systems to enhance firm relationship capabilities Skills Setting and implementing relationship objectives and strategy  Leading and participating effectively in relationship teams Customising relationship and communication styles to clients Managing client expectations Processes Client relationship team formation – selecting the right professionals Relationship team communication and collaboration  Developing and monitoring client relationship strategies  Ongoing client feedback and its application Structures Key account selection and segmentation Selection and allocation of client relationship leaders Cross-selling remuneration and recognition systems Account management and customer relationship management systems Strategy Role of client relationship style in firm differentiation Targetted client profiles, client industries, service lines and service delivery Role of online service delivery within firm strategy Long-term strategic directions and shifts in positioning
Thinking about commoditization Firm Service line Client Level Strategic choice 1.  Eliminate 2.  Automate 3.  Outsource 4.  Maintain
Are you an energizer?
How to be an energizer Have and communicate a compelling vision Seek and acknowledge quality contributions Make and fulfill commitments Be a connector!
The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
Online resources “ Dawson has pulled off the nigh-impossible: improved on what was already a terrific book. Even more than before, this is essential reading for professional service firms.”  -  David Maister , author,  Managing the Professional Service Firm www.rossdawsonblog.com Insights and free book chapters and articles at: “ I’m not sure that even Ross Dawson realizes how radical – and how likely – his vision of the future is.”  -  Seth Godin , author,  Purple Cows To contact Ross Dawson: rossd@ahtgroup.com
Accelerate into the dawn of a new era

More Related Content

What's hot

lmc-interactive-15 Print
lmc-interactive-15 Printlmc-interactive-15 Print
lmc-interactive-15 Print
John Delano
 
P2 P Collaboration – Research Results - Channel Focus
P2 P Collaboration – Research Results - Channel FocusP2 P Collaboration – Research Results - Channel Focus
P2 P Collaboration – Research Results - Channel Focus
Club Alliances
 
Rory Peck Trust - improving fund-raising processes
Rory Peck Trust - improving fund-raising processesRory Peck Trust - improving fund-raising processes
Rory Peck Trust - improving fund-raising processes
Improvement Skills Consulting Ltd.
 
How Credit Departments Can Build Relationships and Drive Growth
How Credit Departments Can Build Relationships and Drive GrowthHow Credit Departments Can Build Relationships and Drive Growth
How Credit Departments Can Build Relationships and Drive Growth
Dun & Bradstreet
 
Excellence Strategies Brochure
Excellence Strategies BrochureExcellence Strategies Brochure
Excellence Strategies Brochure
Richard Warfield
 
Reimagining Enterprise Risk
Reimagining Enterprise RiskReimagining Enterprise Risk
Reimagining Enterprise Risk
Dun & Bradstreet
 
Vibe HCM Presentation
Vibe HCM PresentationVibe HCM Presentation
Vibe HCM Presentation
bjohnsoncfactor
 
How Finance & Marketing Can Accelerate Growth with Data Inspiration
How Finance & Marketing Can Accelerate Growth with Data InspirationHow Finance & Marketing Can Accelerate Growth with Data Inspiration
How Finance & Marketing Can Accelerate Growth with Data Inspiration
Dun & Bradstreet
 
The Rise of the CAO: Why Companies Need a Centralized Analytics Leader
The Rise of the CAO: Why Companies Need a Centralized Analytics LeaderThe Rise of the CAO: Why Companies Need a Centralized Analytics Leader
The Rise of the CAO: Why Companies Need a Centralized Analytics Leader
Dun & Bradstreet
 

What's hot (9)

lmc-interactive-15 Print
lmc-interactive-15 Printlmc-interactive-15 Print
lmc-interactive-15 Print
 
P2 P Collaboration – Research Results - Channel Focus
P2 P Collaboration – Research Results - Channel FocusP2 P Collaboration – Research Results - Channel Focus
P2 P Collaboration – Research Results - Channel Focus
 
Rory Peck Trust - improving fund-raising processes
Rory Peck Trust - improving fund-raising processesRory Peck Trust - improving fund-raising processes
Rory Peck Trust - improving fund-raising processes
 
How Credit Departments Can Build Relationships and Drive Growth
How Credit Departments Can Build Relationships and Drive GrowthHow Credit Departments Can Build Relationships and Drive Growth
How Credit Departments Can Build Relationships and Drive Growth
 
Excellence Strategies Brochure
Excellence Strategies BrochureExcellence Strategies Brochure
Excellence Strategies Brochure
 
Reimagining Enterprise Risk
Reimagining Enterprise RiskReimagining Enterprise Risk
Reimagining Enterprise Risk
 
Vibe HCM Presentation
Vibe HCM PresentationVibe HCM Presentation
Vibe HCM Presentation
 
How Finance & Marketing Can Accelerate Growth with Data Inspiration
How Finance & Marketing Can Accelerate Growth with Data InspirationHow Finance & Marketing Can Accelerate Growth with Data Inspiration
How Finance & Marketing Can Accelerate Growth with Data Inspiration
 
The Rise of the CAO: Why Companies Need a Centralized Analytics Leader
The Rise of the CAO: Why Companies Need a Centralized Analytics LeaderThe Rise of the CAO: Why Companies Need a Centralized Analytics Leader
The Rise of the CAO: Why Companies Need a Centralized Analytics Leader
 

Similar to Developing Knowledge-Based Client Relationships: The Key to Avoiding Commoditization

Workshop: Creating the Future of Professional Services
Workshop: Creating the Future of Professional ServicesWorkshop: Creating the Future of Professional Services
Workshop: Creating the Future of Professional Services
Ross Dawson
 
Tapping Networks to Enhance Revenue Performance
Tapping Networks to Enhance Revenue PerformanceTapping Networks to Enhance Revenue Performance
Tapping Networks to Enhance Revenue Performance
Ross Dawson
 
SRA Atlanta North 2016 Brochure
SRA Atlanta North 2016 BrochureSRA Atlanta North 2016 Brochure
SRA Atlanta North 2016 Brochure
Denny Geib
 
Value of Alignment
Value of AlignmentValue of Alignment
Value of Alignment
jennyl828
 
Fstep Webinar: Beyond The Funnel Mentality
Fstep Webinar: Beyond The Funnel MentalityFstep Webinar: Beyond The Funnel Mentality
Fstep Webinar: Beyond The Funnel Mentality
JenniferHai
 
Presentation2
Presentation2Presentation2
Presentation2
gpepin
 
Customer and marketing analytics: Integrating multichannel data to gain actio...
Customer and marketing analytics: Integrating multichannel data to gain actio...Customer and marketing analytics: Integrating multichannel data to gain actio...
Customer and marketing analytics: Integrating multichannel data to gain actio...
Mindtree Ltd.
 
Wayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic BrochureWayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic Brochure
mbalczon
 
Wayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic BrochureWayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic Brochure
lselmser
 
Wayne O\'Neill and Associates Electronic Brochure
Wayne O\'Neill and Associates Electronic BrochureWayne O\'Neill and Associates Electronic Brochure
Wayne O\'Neill and Associates Electronic Brochure
bcray
 
qualified-moving-leads.docx
qualified-moving-leads.docxqualified-moving-leads.docx
qualified-moving-leads.docx
tolmmovers
 
WOA Electronic Brochure
WOA Electronic BrochureWOA Electronic Brochure
WOA Electronic Brochure
Kevin Cray
 
Rachel Slade
Rachel SladeRachel Slade
Strategies in Corporate Communications: Fostering a Collaborative Culture in ...
Strategies in Corporate Communications: Fostering a Collaborative Culture in ...Strategies in Corporate Communications: Fostering a Collaborative Culture in ...
Strategies in Corporate Communications: Fostering a Collaborative Culture in ...
Greenfield/Belser Ltd.
 
CRM Blueprint For NFPs
CRM Blueprint For NFPsCRM Blueprint For NFPs
CRM Blueprint For NFPs
Michael Collins
 
E5c Corporate Ppt
E5c Corporate PptE5c Corporate Ppt
E5c Corporate Ppt
savitha
 
E5c Corporate Ppt
E5c Corporate PptE5c Corporate Ppt
E5c Corporate Ppt
savitha
 
E5c Corporate Ppt
E5c Corporate PptE5c Corporate Ppt
E5c Corporate Ppt
savitha
 
Crm edelweiss
Crm edelweissCrm edelweiss
Crm edelweiss
Kalim Knn
 
Treasury Management: A 5-Year Strategic Battle Plan for Success
Treasury Management: A 5-Year Strategic Battle Plan for SuccessTreasury Management: A 5-Year Strategic Battle Plan for Success
Treasury Management: A 5-Year Strategic Battle Plan for Success
360 Thought Leadership Consulting
 

Similar to Developing Knowledge-Based Client Relationships: The Key to Avoiding Commoditization (20)

Workshop: Creating the Future of Professional Services
Workshop: Creating the Future of Professional ServicesWorkshop: Creating the Future of Professional Services
Workshop: Creating the Future of Professional Services
 
Tapping Networks to Enhance Revenue Performance
Tapping Networks to Enhance Revenue PerformanceTapping Networks to Enhance Revenue Performance
Tapping Networks to Enhance Revenue Performance
 
SRA Atlanta North 2016 Brochure
SRA Atlanta North 2016 BrochureSRA Atlanta North 2016 Brochure
SRA Atlanta North 2016 Brochure
 
Value of Alignment
Value of AlignmentValue of Alignment
Value of Alignment
 
Fstep Webinar: Beyond The Funnel Mentality
Fstep Webinar: Beyond The Funnel MentalityFstep Webinar: Beyond The Funnel Mentality
Fstep Webinar: Beyond The Funnel Mentality
 
Presentation2
Presentation2Presentation2
Presentation2
 
Customer and marketing analytics: Integrating multichannel data to gain actio...
Customer and marketing analytics: Integrating multichannel data to gain actio...Customer and marketing analytics: Integrating multichannel data to gain actio...
Customer and marketing analytics: Integrating multichannel data to gain actio...
 
Wayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic BrochureWayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic Brochure
 
Wayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic BrochureWayne O'Neill and Associates Electronic Brochure
Wayne O'Neill and Associates Electronic Brochure
 
Wayne O\'Neill and Associates Electronic Brochure
Wayne O\'Neill and Associates Electronic BrochureWayne O\'Neill and Associates Electronic Brochure
Wayne O\'Neill and Associates Electronic Brochure
 
qualified-moving-leads.docx
qualified-moving-leads.docxqualified-moving-leads.docx
qualified-moving-leads.docx
 
WOA Electronic Brochure
WOA Electronic BrochureWOA Electronic Brochure
WOA Electronic Brochure
 
Rachel Slade
Rachel SladeRachel Slade
Rachel Slade
 
Strategies in Corporate Communications: Fostering a Collaborative Culture in ...
Strategies in Corporate Communications: Fostering a Collaborative Culture in ...Strategies in Corporate Communications: Fostering a Collaborative Culture in ...
Strategies in Corporate Communications: Fostering a Collaborative Culture in ...
 
CRM Blueprint For NFPs
CRM Blueprint For NFPsCRM Blueprint For NFPs
CRM Blueprint For NFPs
 
E5c Corporate Ppt
E5c Corporate PptE5c Corporate Ppt
E5c Corporate Ppt
 
E5c Corporate Ppt
E5c Corporate PptE5c Corporate Ppt
E5c Corporate Ppt
 
E5c Corporate Ppt
E5c Corporate PptE5c Corporate Ppt
E5c Corporate Ppt
 
Crm edelweiss
Crm edelweissCrm edelweiss
Crm edelweiss
 
Treasury Management: A 5-Year Strategic Battle Plan for Success
Treasury Management: A 5-Year Strategic Battle Plan for SuccessTreasury Management: A 5-Year Strategic Battle Plan for Success
Treasury Management: A 5-Year Strategic Battle Plan for Success
 

More from Ross Dawson

Creating the Future of Mining - keynote slides
Creating the Future of Mining - keynote slidesCreating the Future of Mining - keynote slides
Creating the Future of Mining - keynote slides
Ross Dawson
 
Keynote slides: The Future of Human and Machine Learning
Keynote slides: The Future of Human and Machine LearningKeynote slides: The Future of Human and Machine Learning
Keynote slides: The Future of Human and Machine Learning
Ross Dawson
 
Future of Real Estate & Property - keynote slides
Future of Real Estate & Property - keynote slidesFuture of Real Estate & Property - keynote slides
Future of Real Estate & Property - keynote slides
Ross Dawson
 
2021+ 9 themes for the future
2021+  9 themes for the future2021+  9 themes for the future
2021+ 9 themes for the future
Ross Dawson
 
Keynote slides: Asset Management - Investing for the Future
Keynote slides: Asset Management - Investing for the FutureKeynote slides: Asset Management - Investing for the Future
Keynote slides: Asset Management - Investing for the Future
Ross Dawson
 
The Future of Customer Experience
The Future of Customer ExperienceThe Future of Customer Experience
The Future of Customer Experience
Ross Dawson
 
Keynote slides: The Future of Learning
Keynote slides: The Future of LearningKeynote slides: The Future of Learning
Keynote slides: The Future of Learning
Ross Dawson
 
Keynote slides: Opportunities for Mutual Value Creation
Keynote slides: Opportunities for Mutual Value CreationKeynote slides: Opportunities for Mutual Value Creation
Keynote slides: Opportunities for Mutual Value Creation
Ross Dawson
 
Keynote slides: The Future of Government
Keynote slides: The Future of GovernmentKeynote slides: The Future of Government
Keynote slides: The Future of Government
Ross Dawson
 
Keynote slides: The Future of Project Management
Keynote slides: The Future of Project ManagementKeynote slides: The Future of Project Management
Keynote slides: The Future of Project Management
Ross Dawson
 
Keynote slides: Technology Leadership in an Accelerating World
Keynote slides: Technology Leadership in an Accelerating WorldKeynote slides: Technology Leadership in an Accelerating World
Keynote slides: Technology Leadership in an Accelerating World
Ross Dawson
 
Keynote slides: The Future of Food
Keynote slides: The Future of FoodKeynote slides: The Future of Food
Keynote slides: The Future of Food
Ross Dawson
 
Keynote slides Technology Leadership in an Accelerating World
Keynote slides Technology Leadership in an Accelerating WorldKeynote slides Technology Leadership in an Accelerating World
Keynote slides Technology Leadership in an Accelerating World
Ross Dawson
 
Keynote slides: Creating the Future of Retail
Keynote slides: Creating the Future of RetailKeynote slides: Creating the Future of Retail
Keynote slides: Creating the Future of Retail
Ross Dawson
 
Keynote slides: Business in the Age of AI
Keynote slides: Business in the Age of AIKeynote slides: Business in the Age of AI
Keynote slides: Business in the Age of AI
Ross Dawson
 
Keynote slides: Technology and the Opportunities for the Future of Life Insur...
Keynote slides: Technology and the Opportunities for the Future of Life Insur...Keynote slides: Technology and the Opportunities for the Future of Life Insur...
Keynote slides: Technology and the Opportunities for the Future of Life Insur...
Ross Dawson
 
Keynote slides: The Next 25 years
Keynote slides: The Next 25 yearsKeynote slides: The Next 25 years
Keynote slides: The Next 25 years
Ross Dawson
 
Keynote slides: Harnessing the Power of Innovation
Keynote slides: Harnessing the Power of InnovationKeynote slides: Harnessing the Power of Innovation
Keynote slides: Harnessing the Power of Innovation
Ross Dawson
 
Creating the Future of Financial Services
Creating the Future of Financial ServicesCreating the Future of Financial Services
Creating the Future of Financial Services
Ross Dawson
 
Creating the Future of Travel
Creating the Future of TravelCreating the Future of Travel
Creating the Future of Travel
Ross Dawson
 

More from Ross Dawson (20)

Creating the Future of Mining - keynote slides
Creating the Future of Mining - keynote slidesCreating the Future of Mining - keynote slides
Creating the Future of Mining - keynote slides
 
Keynote slides: The Future of Human and Machine Learning
Keynote slides: The Future of Human and Machine LearningKeynote slides: The Future of Human and Machine Learning
Keynote slides: The Future of Human and Machine Learning
 
Future of Real Estate & Property - keynote slides
Future of Real Estate & Property - keynote slidesFuture of Real Estate & Property - keynote slides
Future of Real Estate & Property - keynote slides
 
2021+ 9 themes for the future
2021+  9 themes for the future2021+  9 themes for the future
2021+ 9 themes for the future
 
Keynote slides: Asset Management - Investing for the Future
Keynote slides: Asset Management - Investing for the FutureKeynote slides: Asset Management - Investing for the Future
Keynote slides: Asset Management - Investing for the Future
 
The Future of Customer Experience
The Future of Customer ExperienceThe Future of Customer Experience
The Future of Customer Experience
 
Keynote slides: The Future of Learning
Keynote slides: The Future of LearningKeynote slides: The Future of Learning
Keynote slides: The Future of Learning
 
Keynote slides: Opportunities for Mutual Value Creation
Keynote slides: Opportunities for Mutual Value CreationKeynote slides: Opportunities for Mutual Value Creation
Keynote slides: Opportunities for Mutual Value Creation
 
Keynote slides: The Future of Government
Keynote slides: The Future of GovernmentKeynote slides: The Future of Government
Keynote slides: The Future of Government
 
Keynote slides: The Future of Project Management
Keynote slides: The Future of Project ManagementKeynote slides: The Future of Project Management
Keynote slides: The Future of Project Management
 
Keynote slides: Technology Leadership in an Accelerating World
Keynote slides: Technology Leadership in an Accelerating WorldKeynote slides: Technology Leadership in an Accelerating World
Keynote slides: Technology Leadership in an Accelerating World
 
Keynote slides: The Future of Food
Keynote slides: The Future of FoodKeynote slides: The Future of Food
Keynote slides: The Future of Food
 
Keynote slides Technology Leadership in an Accelerating World
Keynote slides Technology Leadership in an Accelerating WorldKeynote slides Technology Leadership in an Accelerating World
Keynote slides Technology Leadership in an Accelerating World
 
Keynote slides: Creating the Future of Retail
Keynote slides: Creating the Future of RetailKeynote slides: Creating the Future of Retail
Keynote slides: Creating the Future of Retail
 
Keynote slides: Business in the Age of AI
Keynote slides: Business in the Age of AIKeynote slides: Business in the Age of AI
Keynote slides: Business in the Age of AI
 
Keynote slides: Technology and the Opportunities for the Future of Life Insur...
Keynote slides: Technology and the Opportunities for the Future of Life Insur...Keynote slides: Technology and the Opportunities for the Future of Life Insur...
Keynote slides: Technology and the Opportunities for the Future of Life Insur...
 
Keynote slides: The Next 25 years
Keynote slides: The Next 25 yearsKeynote slides: The Next 25 years
Keynote slides: The Next 25 years
 
Keynote slides: Harnessing the Power of Innovation
Keynote slides: Harnessing the Power of InnovationKeynote slides: Harnessing the Power of Innovation
Keynote slides: Harnessing the Power of Innovation
 
Creating the Future of Financial Services
Creating the Future of Financial ServicesCreating the Future of Financial Services
Creating the Future of Financial Services
 
Creating the Future of Travel
Creating the Future of TravelCreating the Future of Travel
Creating the Future of Travel
 

Recently uploaded

Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in CityGirls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
maigasapphire
 
YouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdfYouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdf
grizzyhuncho
 
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
حبوب الاجهاض سايتوتك للبيع في الامارات cytotec واتس 00966583759617
 
How Do Flange Adapters Work and Why Are They Essential?
How Do Flange Adapters Work and Why Are They Essential?How Do Flange Adapters Work and Why Are They Essential?
How Do Flange Adapters Work and Why Are They Essential?
Texas Flange
 
Cracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptxCracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptx
Workforce Group
 
Top five predictions today, .
Top five predictions today,            .Top five predictions today,            .
Top five predictions today, .
Rupasingh82
 
What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.
Doug Hall
 
Corporate Governance for South African Mining Companies
Corporate Governance for South African Mining CompaniesCorporate Governance for South African Mining Companies
Corporate Governance for South African Mining Companies
James AH Campbell
 
Network Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for ObservabilityNetwork Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for Observability
GauriKale30
 
AI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptxAI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptx
Brian Frerichs
 
ShotOniPhone campaign by Vancy macwan.pptx
ShotOniPhone campaign by Vancy macwan.pptxShotOniPhone campaign by Vancy macwan.pptx
ShotOniPhone campaign by Vancy macwan.pptx
macwanvancy
 
Qatar Airways Kuwait Office.pdf.........
Qatar Airways Kuwait Office.pdf.........Qatar Airways Kuwait Office.pdf.........
Qatar Airways Kuwait Office.pdf.........
anissageorge9890
 
Path to the next normal collection McKinsey
Path to the next normal collection McKinseyPath to the next normal collection McKinsey
Path to the next normal collection McKinsey
MajIman2
 
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
kevinkariuki227
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
Jindal Global University, Sonipat Haryana 131001
 
A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024
Dubiz
 
Maximise your Business Potential: Annual Planning Workshop
Maximise your Business Potential: Annual Planning WorkshopMaximise your Business Potential: Annual Planning Workshop
Maximise your Business Potential: Annual Planning Workshop
chris908327
 
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
margaretblush
 
Gym business MODEL .pdf .
Gym business MODEL .pdf                 .Gym business MODEL .pdf                 .
Gym business MODEL .pdf .
Divyanshu56740
 
EN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdf
EN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdfEN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdf
EN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdf
ivanparu86
 

Recently uploaded (20)

Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in CityGirls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
Girls Call Kharghar 9910780858 Provide Best And Top Girl Service And No1 in City
 
YouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdfYouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdf
 
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
ابي شي %10 مضمون ينزل الجنين واتس 00966583759617
 
How Do Flange Adapters Work and Why Are They Essential?
How Do Flange Adapters Work and Why Are They Essential?How Do Flange Adapters Work and Why Are They Essential?
How Do Flange Adapters Work and Why Are They Essential?
 
Cracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptxCracking the Customer Experience Code.pptx
Cracking the Customer Experience Code.pptx
 
Top five predictions today, .
Top five predictions today,            .Top five predictions today,            .
Top five predictions today, .
 
What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.
 
Corporate Governance for South African Mining Companies
Corporate Governance for South African Mining CompaniesCorporate Governance for South African Mining Companies
Corporate Governance for South African Mining Companies
 
Network Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for ObservabilityNetwork Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for Observability
 
AI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptxAI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptx
 
ShotOniPhone campaign by Vancy macwan.pptx
ShotOniPhone campaign by Vancy macwan.pptxShotOniPhone campaign by Vancy macwan.pptx
ShotOniPhone campaign by Vancy macwan.pptx
 
Qatar Airways Kuwait Office.pdf.........
Qatar Airways Kuwait Office.pdf.........Qatar Airways Kuwait Office.pdf.........
Qatar Airways Kuwait Office.pdf.........
 
Path to the next normal collection McKinsey
Path to the next normal collection McKinseyPath to the next normal collection McKinsey
Path to the next normal collection McKinsey
 
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
TEST BANK For Auditing & Assurance Services A Systematic Approach, 12th Editi...
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
 
A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024A Complete Guide of Dubai Freelance Visa and Permit in 2024
A Complete Guide of Dubai Freelance Visa and Permit in 2024
 
Maximise your Business Potential: Annual Planning Workshop
Maximise your Business Potential: Annual Planning WorkshopMaximise your Business Potential: Annual Planning Workshop
Maximise your Business Potential: Annual Planning Workshop
 
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
Girls Call Andheri West 9910780858 Provide Best And Top Girl Service And No1 ...
 
Gym business MODEL .pdf .
Gym business MODEL .pdf                 .Gym business MODEL .pdf                 .
Gym business MODEL .pdf .
 
EN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdf
EN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdfEN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdf
EN_Chinese-Automotive-in-SEA-Vero-White-Paper_2023.pdf
 

Developing Knowledge-Based Client Relationships: The Key to Avoiding Commoditization

  • 1. Developing Knowledge-Based Client Relationships: The Key to Avoiding Commoditization AESC – December 5, 2007 Ross Dawson CEO, Advanced Human Technologies Author, Living Networks and Developing Knowledge-Based Client Relationships
  • 2. The weightless economy Source: US DoC; Cap Gemini Ernst & Young
  • 4. We’ve come a long way...
  • 5. “ Finite players play within boundaries; infinite players play with boundaries” - James Carse
  • 6. The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
  • 7. The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
  • 8. MegaTrends of professional services Client sophistication Governance Connectivity Transparency Modularization Globalization Commoditization
  • 10. The rise of accountability
  • 11. We love instant communication
  • 15. The power of modularization
  • 18. MegaTrends of professional services Client sophistication Governance Connectivity Transparency Modularization Globalization Commoditization
  • 19. The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
  • 20. Clients lead their suppliers
  • 21. A relationship is a process How do you create continued positive momentum in a relationship? There is no such thing as a static relationship….
  • 22. The spectrum of relationship styles
  • 24. Stages of relationship development Align Broaden Partner Initiate
  • 25. The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
  • 27. Types of services Black-box : client receives an outcome, but is left none the wiser: readily commoditized and little scope for client interaction Knowledge-based : client and professional collaborate, integrate their specialist knowledge, develop mutual knowledge: far greater value, and drives interaction and a strong relationship
  • 28. The virtuous circle of knowledge-based relationships
  • 29. The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
  • 30. It’s a small world...
  • 32. Key junctures for value creation Professional Firm Client Capabilities Opportunities
  • 33. Integrating expertise to create unique value
  • 34. Matching team structure to the client Relationship Stage Objectives Relationship team structure Key actions Initiate Access most relevant capabilities to demonstrate unique value to client. Sales leader with broad internal connections. Small team represents key firm capabilities. Select sales leader and team with relevant capabilities. Support sales team’s access to key firm resources. Align Establish clear communication channels to facilitate access to client. Clearly defined membership of relationship team, covering scope of firm’s relevant capabilities. Establish peer relationships between firm and client executives. Define relationship team roles, responsiblities, communication processes. Potential transition from sales leader to relationship leader. Broaden Bring in new contacts on both firm and client sides. Establish true organizational relationship. Client contact extends beyond core relationship team. Tiered relationship responsibilities. Contact redundancy for key client executives. Monitor and actively support relationship network that links capabilities to client opportunities. Provide tools (social media etc.) to notify extended team of insights into client. Partner Facilitate joint value creation through open relationship and access. Core relationship leader team on both sides. Direct communication between specialists on most issues. Support direct client interaction. Monitor effectiveness. Actively build innovation links across organizations.
  • 35. Requirements for accessing expertise Awareness of capabilities Understanding of those capabilities Confidence in those capabilities Personal trust Action!
  • 36. The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
  • 38. The heart of professional services
  • 39. Enhancing Client Relationship Capabilities Culture Focus on enhancing client service and client knowledge Effective client relationship team communication Attitude of client partnership Effectively using processes and systems to enhance firm relationship capabilities Skills Setting and implementing relationship objectives and strategy Leading and participating effectively in relationship teams Customising relationship and communication styles to clients Managing client expectations Processes Client relationship team formation – selecting the right professionals Relationship team communication and collaboration Developing and monitoring client relationship strategies Ongoing client feedback and its application Structures Key account selection and segmentation Selection and allocation of client relationship leaders Cross-selling remuneration and recognition systems Account management and customer relationship management systems Strategy Role of client relationship style in firm differentiation Targetted client profiles, client industries, service lines and service delivery Role of online service delivery within firm strategy Long-term strategic directions and shifts in positioning
  • 40. Thinking about commoditization Firm Service line Client Level Strategic choice 1. Eliminate 2. Automate 3. Outsource 4. Maintain
  • 41. Are you an energizer?
  • 42. How to be an energizer Have and communicate a compelling vision Seek and acknowledge quality contributions Make and fulfill commitments Be a connector!
  • 43. The future of professional services The Seven MegaTrends Relationship leadership Knowledge-based relationships Networked value Strategic action
  • 44. Online resources “ Dawson has pulled off the nigh-impossible: improved on what was already a terrific book. Even more than before, this is essential reading for professional service firms.” - David Maister , author, Managing the Professional Service Firm www.rossdawsonblog.com Insights and free book chapters and articles at: “ I’m not sure that even Ross Dawson realizes how radical – and how likely – his vision of the future is.” - Seth Godin , author, Purple Cows To contact Ross Dawson: rossd@ahtgroup.com
  • 45. Accelerate into the dawn of a new era