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Chapter 6 - Business Relationships - Coggle Diagram
Chapter 6 - Business Relationships
Differentiate customers and stakeholders
Identify:
Stakeholders
Profile Stakeholders
Customer profiling: demographics, psychographics, types, orientation
Classify customers
Platinum, gold, silver
Define customer requirements
Identify: Primary or Secondary
Primary → interest,
directly involved
Secondary → influence,
not directly involved
Classify Stakeholders
by traits such as power, influence, etc
Plan:
Relationship Management Strategy
Manage:
Stakeholder Engagement
Monitor:
Stakeholder Relationship Management
Utilize the
Grid: power & interest
to plan a strategy for each
priority of stakeholder
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Customer relationship development -
A process of evolution
What level does your customer engage at?
Quality and improvement of
relationships with customers
Plan engagement:
Find a basis for a strategy
Develop the strategy:
refer back to
Grid: power & interest
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Prioritize stakeholders
Grid: power & interest
→ Support, dominant, dormant, dependent
Customers → Own products
Stakeholders → Own projects