Partnering with Customers and Stakeholders

Price ₹ 40000 only

Course Overview:

The major goal of any organization would be to attract and retain customers and make them consume the goods and services that is for sale. A customer is one who patronizes a business regularly. Thus, engaging and partnering with the customer becomes the goal of an entity, as satisfied customers are the biggest assets of a company. Partnering with customers is not just putting the customers first. It engulfs securing a long-term relationship with the customer that gives rise to synergies of knowledge for both the customer and the company. This is where the role of corporate leaders come into picture, because only leaders can bring bout significant change in an organization. thus, it is imperative that leaders at strategic level need to be in direct contact with the customers.

Stakeholders are individuals or groups that have a vested interest in the company. They can affect or get affected by the affairs of the company. Typically, stakeholders can be investors, employee, suppliers, government, and trade unions. A customer is also a stakeholder, but most of the time they are people who buy the company’s goods and services. While a customer invests in the company’s growth by directly buying the goods and services, a stakeholder may be the one who owns a percentage of profit by investing money in the business. An entity’s stakeholders can be internal or external stakeholders.

For an entity to succeed in its goals, it must take good care of its stakeholders. Maintaining a good rapport with the stakeholders comes with time and consistent efforts.

Some tips to maintain a healthy stakeholder relationship are:

➤  Consciously and consistently building a strong bond with the stakeholder from the very beginning.

➤  Keep asking your stakeholders this question- “how can we best serve you?”. This gives the stakeholders a sense of belonging and engagement into the business.

➤  Arranging regular meetings with stakeholders ensures that the stakeholders and the leaders are on the same page and helps the organization to prepare for potential challenges.

➤  Deliver your promises.

➤  Be open to contrasting and contradicting opinions.

➤  Being open and transparent in addressing issues will lead to improved relationships and will bring more allies to the organization.

➤  Thus, there is a constant need to effectively engage and manage your stakeholders and continue to satisfy the needs of the customer at the same time.

Who can enroll

➤  Customer relationship executives, Procurement professionals, marketing heads, sales leaders, HR managers, leaders at strategic planning level.

Course Outcomes:

➤  Meaning and application of Customer relations management (CRM), benefits,

➤  implementing CRM and best practices,

➤  how to build customer loyalty and long-term relationship with customer.

➤  Working with stakeholders,

➤  Stakeholders assessment,

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Course outline

➤  Introduction to CRM, why it should be implemented and its benefits

➤  Building strong customer relations

➤  Knowing the economics of CRM

➤  Applications and best practices of CRM

➤  Implementation processes and assessment

➤  Working with stakeholders, stakeholder dynamics, and benefits of stakeholder management

➤  Creating a stakeholder management plan

➤  Best practice stakeholder management

➤  Stakeholders reaction assessment

1. STAKEHOLDER ANALYSIS

2. CUSTOMER & BUYER PERSONAS

3. ENGAGE STAKEHOLDER

4. CUSTOMER RELATIONSHIP MANAGEMENT

5. CUSTOMER SATISFACTION & CUSTOMER LOYALTY

6. CUSTOMER ACQUISITION

7. CUSTOMER EXPERIENCE MANAGEMENT

8. CUSTOMER CENTRICITY QUOTES

9. CUSTOMER JOURNEY / EXPERIENCE MAP

10. STAKEHOLDER MANAGEMENT

11. STAKEHOLDER MAP

12. STAKEHOLDER PYRAMID

13. STAKEHOLDER-ANALYSIS-PROCESS

14. KEY STAKEHOLDERS CHANNEL

15. DRAGON CLAN