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In his insights presented at PRIA in 2005, Ross Dawson emphasizes the importance of deepening client relationships in the weightless economy. He categorizes services into black-box and knowledge-based interactions, advocating for collaboration and mutual knowledge. Drawing parallels with the evolving nature of networks, Dawson suggests that cultivating strong ties with clients requires innovation and engagement. This session challenges businesses to navigate boundaries, create value, and understand the intricate dynamics of client relationships, making them not just finite transactions but ongoing partnerships.
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How to Lock-in Your Clients Ross Dawson CEO, Advanced Human Technologies Author, Living Networks and Developing Knowledge-Based Client Relationships PRIA – Sydney – 16 September 2005
The weightless economy Source: US DoC; Cap Gemini Ernst & Young
“Finite players play within boundaries; infinite players play with boundaries” - James Carse
Types of services • Black-box: client receives an outcome, but is left none the wiser: readily commoditised 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
Mapping the blogosphere New media Pundits Topic specialists Personal
Online resources Free chapters, downloads and commentary at: www.rossdawsonblog.com “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 “For many professional firms, there is no bigger challenge than deepening their relationships with key clients. In this arena, Ross Dawson is a master and his book, for those prepared to study and change, can provide off-the-shelf competitive advantage.” - Prof.Richard SusskindOBE, author, The Future of Law “Ross Dawson was the first among the world’s business thought leaders to pursue the intersection of knowledge and client relationships in professional services. No matter what your business… you’ll find this book useful.” - Thomas Davenport, Professor and Director of Resarch, Babson College, and author of What’s the Big Idea?
