University of Twente Student Theses


Knowledge management as building blocks for client value

Verharen, C.C. (2014) Knowledge management as building blocks for client value.

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Abstract:During the intake of this business problem solving research, the problem owner explained their client value problem in relation to their clients and asked how they can improve their consultancy process in terms of added value for the client in the beginning of the process. By making use of a design oriented approach this research focused on how client value during a consultancy process can be improved. Consultants can use this solution design to improve their client value during the consultancy process. Client value from a professional B2B service perspective turned out to be a dependent variable of organizational performance. The independent variables that affect this organizational performance are: interpersonal skills, technical skills, customer orientation, innovation and reputation. If consultants want to create more client value in the consultancy process, they should focus on activities that relate to these five elements. The literature review of this study revealed that consultants can undertake the following activities to improve their client value: Explain the client what consultancy knowledge is; Explain the client how the knowledge management process works; Explain the client how you produce knowledge/ the solution for the client.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:01 general works
Programme:Business Administration MSc (60644)
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