Growth for Knowledge Professionals
Sustained, compounding, profitable growth comes from premium service, not marketing.
Premium service is the development of solutions of great utility within a trusted advisor relationship.
Most Knowledge Professionals deliver functional service — limiting the project to technical and tactical requirements.
About Growth
Growth requires more new clients than those declining and leaving. Premium service gives clients what they want in order to generate elevated rates of return, spend and referral.
It’s difficult to grow if you have significant churn. There’s always going to be some clients leaving and new clients coming in; but excessive churn is difficult to overcome as new client acquisition is expensive and difficult.
The Problem with Functional Service
Most Knowledge Professionals feel their results should be better.
Most of their clients agree.
The cause is the same on both sides: functional service. It produces solutions of middling utility which in turn suppresses the client’s desire to be loyal and spend.
As a business system, it produces a client list with too many low spend, disengaged clients and a survival culture focused on replacing departing clients with new ones. This is a “churn” environment and it’s not where you want to be.
Why “strategic relevance” matters
Premium service has an objective beyond the project: to optimize the client’s value. We do that by creating services that cumulatively facilitate their pursuit of success.
Central to this is adding “strategic relevance” to the project(s) and the relationship. This aligns our service with how the Client thinks: they blend execution today with planning for tomorrow.
Premium Service
Premium service is a way of being, not just a level of effort. It is the comprehensive understanding of your client's priorities, the proactive investment in their success, and the continuous refinement of deliverables as client needs evolve.
It’s about each solution having technical proficiency, tactical competency, strategic relevance, and informed by client experience. It’s about a critical relationship that exists well above and beyond any single project.
We make it happen
We work directly with Knowledge Professionals to understand and implement the strategy. On a per client basis we provide direct account planning and client engagement work.
Our first workshop identifies tangible opportunities to enhance solution utility and client value.
Doug Stewart