PRIA – Sydney – 16 September 2005

How to Lock-in Your Clients

Ross DawsonCEO, Advanced Human TechnologiesAuthor, Living Networks andDeveloping Knowledge-Based Client Relationships

Where business is going...

The weightless economy

0

1

2

3

4

5

6

7

8

9

10

1980 1990 2000

US$tn

0

0.5

1

1.5

2

2.5

billion tons

GDPWeight

Source: US DoC;Cap Gemini Ernst & Young

Knowledge depreciates!

We’ve come a long way

Work processes span organisations

Work processes span organisations

“Finite players play within boundaries;

infinite players play with boundaries”

- James Carse

Blurring the boundaries with your client

How do your clients treat you?

Leading your clients

Information and knowledge

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

Innovation in client relationships

Creating happy accidents

It’s a small world...

High school dating

The pervasive power law

Moving to the centre of the network

Spanning boundaries

Client relationships are networks

Cultural propagation

Media visionary

Coping with the onslaught

Finding the best

Mapping the blogosphere

PersonalPunditsTopic

specialists

Newmedia

The variety of media

Online media

0 5 10 15 20

Blog HeraldGizmodo

GawkerThe Age

Boing BoingSMH

CraigslistFacebook

Gawker MediaSlate

Match.comWashington Post

MySpaceClassmates.comNew York Times

Monthly Unique Visitors in Millions

How to lock-in your clients

Are you an energiser?

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.comFree chapters, downloads and commentary at:

“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 Susskind OBE, 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?

Lead your clients into the future!

Rapid breeding

Mirroring your client