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Block 3: Building long-term success - Coggle Diagram
Block 3: Building long-term success
Operational Risk and resilience
Risk
Hazards
Impact
Likelihood
Managing risk
Reduce impact
Reduce likelihood
Recover
Marketing
Relationship marketing
Customer loyalty
Customer Value and customer satisfaction
Customer trust, customer orientation and communication
Service dominant logic
Types of relationships
3 types
seller-maintained
buyer-maintained
Bilateral
30 types
Classic market
Special market
mega
nano
Business -to-business relationships
Internal Marketing
Communication
Line management
Internal team peer
internal project peer
Internal corporate
Quality
Quality management
Cost of quality
Prevention
appraisal
internal cost
external cost
Quality assurance and quality control
Leadership
Leadership as person
Leadership as result
leadership as position
leadership as purpose
leadership as process
Politics
Political Context
Managing the political context
Political astuteness framework
Stakeholder analysis
Power vs interest
Employee Empowerment
Employee voice
Unions
Direct voice
Paygap
Talentshow
Shareholder power
Crisis management
Externally generated crises
Internally generated issues
Managing crises
Assess incident
Acknowledge problem
Formulate Response
Implement response
Measuring success
Key marketing measures
Profit
sales
gross margin
awareness
marketshare
number of new products
relative price
Customer dissatisfaction
customer satisfaction
distribution/availability
Other measures
Brand equity
Customer equity