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Developing Knowledge-Based Client Relationships: The Future of Professional Services (Knowledge Reader) ReviewAlthough written for and about professional services, the analysis and prescriptions in this book apply to any organisation that is concerned with building value-adding relationships with its clients. That is almost every business except one that is purely in commodities.It is a first class book: well argued, well written and structured, clear and easy to reference and use. It succeeds admirably as a practitioner's manual. Prior understanding of the field is not essential, while established practitioners will find much to learn.
Knowledge is defined as 'the capacity to act effectively' and 'knowledge management' as referring to the dynamic processes associated with recognising knowledge as a primary asset and attempting to make it more productive. An important consequence of the definition is that knowledge is held only by people. The core of knowledge management initiatives lies in building and developing relationships between people, and knowledge transfer occurs between people. The key to effective knowledge transfer is therefore intimacy and trust.
He argues that knowledge, how it is generated, used and transferred, is probably the key source of differentiation in a world that is heading rapidly to commoditisation. Adding value to clients through knowledge transfer "can only be done with a highly interactive approach that draws on and develops relationships."
There is a detailed discussion of the role of information and the critical importance of understanding how to add the greatest value to information so that it can become can become valuable knowledge for clients.Developing Knowledge-Based Client Relationships: The Future of Professional Services (Knowledge Reader) Overview
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