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Block 3 Long-term success - Coggle Diagram
Block 3
Long-term success
Stakeholder Analysis
Johnson et al. Matrix
Power
Interest
Managing Crises
Brand Sabotage
Consumer
Employee
Four Step Framework
(Tybout & Roehm 2009)
Assess Incident
Acknowledge Problem
Formulate Response
Implement Response
Best Practices
(Griffin 2008)
Team dynamic
Communicate
Focus on competence
Own people
Understand powers + limitations
Own the crisis
Simple management manual
Practice
Prepare leaders
Show, don’t tell
Relationship Marketing
Customer Loyalty
Loyalty Ladder
Business-to-business
Transactional Vs
Relational Strategies
Service-Dominant Logic
Benefits
Cost effective to retain
Maximizes profits
Types of relationships
Seller Maintained
Buyer Maintained
Bilateral
Internal Marketing
Types of Employees
Champions
Agnostics
Cynics
Saboteurs
Unfair Customers
Verbal Abusers
Blamers
Rule Breakers
Rule Makers
Oppertunists
Returnaholics
Internal Corporate Communication
(Welch & Jackson 2007)
Line Management
Internal Teams Peer
Internal Project Peer
Internal Corporate
Benefits
Brand ID
Diverse roles
Customer relationship
Idea contribution
Putting Ideas in Time
Medium Term
Short Term
Long Term
Measuring Success
Key Marketing Measures
Customer dissatisfaction
Relative price
Customer satisfaction
Number of new products
Market share
Distribution/availability
Awareness
Gross margin
Sales
Profit/profitability
Materiality Matrix
(Crane & Matten 2016)
Impact on Business Success
Importance to Stakeholders
Measures
Customer equity
Brand equity
Operational Risk
Impact
Organisational
objectives
Financial
Public relations
Environmental
Safety
Managing Risk
Recover
Reduce Impact
Reduce Likelihood
Risk Mitigating Strategies
(Ericsson)
Take
Share
Transfer
Reduce
Avoid
Employee Relations
Employment to Employability
Voice
Flexibility
Empowerment
HRM
Value Player
Organizations + Stakeholders
Investors &
Lenders
Suppliers
Government
Employees
Other Interest
Groups
Clients &
Customers
Innovation Value Chain
Diffusion
Key Questions
Conversion
KPI's
Idea Generation