1. PRIA – Sydney – 16 September 2005 How to Lock-in Your Clients Ross Dawson CEO, Advanced Human Technologies Author, Living Networks and Developing Knowledge-Based Client Relationships

2. Where business is going...

3. The weightless economy Source: US DoC; Cap Gemini Ernst & Young

4. Knowledge depreciates!

5. We’ve come a long way

6. Work processes span organisations

9. “Finite players play within boundaries; infinite players play with boundaries” - James Carse

12. Blurring the boundaries with your client

13. How do your clients treat you?

14. Leading your clients

15. Information and knowledge

16. 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

17. Innovation in client relationships

19. Creating happy accidents

20. It’s a small world...

21. High school dating

22. The pervasive power law

23. Moving to the centre of the network

24. Spanning boundaries

25. Client relationships are networks

27. Cultural propagation

28. Media visionary

29. Coping with the onslaught

30. Finding the best

31. Mapping the blogosphere Personal Pundits Topic specialists New media

32. The variety of media

34. How to lock-in your clients

35. Are you an energiser?

36. 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 Free 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?

37. Lead your clients into the future!

38. Rapid breeding

39. Mirroring your client