Customer Centric
Stakeholder
Management
http://linkedin.com/in/janneohtonen
• Introductions
• What is stakeholder management?
• Stakeholder environment
• Stakeholder management process
• RACI – Stak...
Customer Centric Stakeholder Management
Take care of your network with
proper stakeholder management…
… by blending best p...
What is Stakeholder Management?
Stakeholder management supports an organisation's strategic objectives
by interpreting and...
Stakeholder Environment
Business
processes
Constraints, limitations
Needs / wants,
requirements &
expectations
OutcomesRes...
UNDERLYING
CUSTOMER
CENTRIC
PRINCIPLES
High Level Stakeholder Management Process
Appears simple, BUT the trick is in the d...
RACI – Stakeholder Communication Template
R = Responsible C = Consulted
A = Accountable I = Informed
STAKEHOLDERS &
RESPON...
How do we assess Stakeholders?
Involve as P1
Involve as P2
Involve as P3
Keep informed
Advice
Involve as P1
Keep informed
...
Generic Stakeholder Assessment Questions
• What are your priorities for this year both from a
company and personal perspec...
Meta model Qualification
 What, How, Where, What, When, Which,
Why (be careful with why)
 The aim is to get the stakehol...
Meta model Violation (part 1)
• Which targets do you specifically mean?
• Which targets are the most important?
• How did ...
Now structure to:
• Objective
• Issue
• Need
What?
• What targets to you mean specifically?
• What issues are preventing y...
RACI – Communication Template
 Assess key components of business
processes or project plan and fill in
activities section...
Gaining Rapport with stakeholders –
Basic technique “Match and Mirroring”
Tonality
o Understand speed and pitch
o Partiall...
Summar • Introductions
• What is stakeholder management?
• Stakeholder environment
• Stakeholder management process
• RACI...
THANK YOU FOR
WATCHING THIS
PRESENTATION!
CONNECT WITH ME IN LINKEDIN:
http://linkedin.com/in/janneohtonen
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Customer centric stakeholder management

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This presentation shows some basic concepts related to customer centric stakeholder management. Have you ever thought doing it from that perspective? Using these ideas you can make stakeholder management easier and more effective. Do not hesitate to contact me for more details!

Connect with me in LinkedIn: http://linkedin.com/in/janneohtonen

Published in: Business

Customer centric stakeholder management

  1. 1. Customer Centric Stakeholder Management http://linkedin.com/in/janneohtonen
  2. 2. • Introductions • What is stakeholder management? • Stakeholder environment • Stakeholder management process • RACI – Stakeholder communication template • Assessing stakeholders through questions • Meta model qualification and violation • Gaining rapport with stakeholders Conte http://linkedin.com/in/janneohtonen
  3. 3. Customer Centric Stakeholder Management Take care of your network with proper stakeholder management… … by blending best practice with customer centric approaches! http://linkedin.com/in/janneohtonen
  4. 4. What is Stakeholder Management? Stakeholder management supports an organisation's strategic objectives by interpreting and influencing both the external and internal environments and by creating positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives. Stakeholder Management is a process and control that must be planned and guided by underlying customer centric Principles. http://linkedin.com/in/janneohtonen
  5. 5. Stakeholder Environment Business processes Constraints, limitations Needs / wants, requirements & expectations OutcomesResources CUSTOMERS CUSTOMER PARTNERS REGULATORS CUSTOMER REPRESENTATIVES SALES & MARKETING PEOPLE PRODUCT / SERVICE MANAGER SERVICE MANAGER EMPLOYEES RISK MANAGER INITIATIVE OWNERS SYSTEM OPERATORS http://linkedin.com/in/janneohtonen
  6. 6. UNDERLYING CUSTOMER CENTRIC PRINCIPLES High Level Stakeholder Management Process Appears simple, BUT the trick is in the detail! Identify stakeholders Communication & documentation needs Analyse influence & interest & power of stakeholders Manage stakeholder expectations Take action •Communicate •Lead Review & amend & repeat http://linkedin.com/in/janneohtonen
  7. 7. RACI – Stakeholder Communication Template R = Responsible C = Consulted A = Accountable I = Informed STAKEHOLDERS & RESPONSIBILITIES COMMUNICATION MEDIUM ACTIVITIES AND MANAGING STAKEHOLDER EXPECTATIONS http://linkedin.com/in/janneohtonen
  8. 8. How do we assess Stakeholders? Involve as P1 Involve as P2 Involve as P3 Keep informed Advice Involve as P1 Keep informed Involve as P2 Involve as P3 TO oriented AWAY oriented Interest Power http://linkedin.com/in/janneohtonen
  9. 9. Generic Stakeholder Assessment Questions • What are your priorities for this year both from a company and personal perspective? • What currently motivates you most? Conversely what do you see to be the biggest de- motivators? • What do you see to be the biggest hurdles or challenges facing you in achieving these objectives? • What does your organisation need to do differently in order to get to these objectives? • How can you personally impact this change process? • How much time do you perceive you could roughly dedicate to assist the change process? • What are the top three things you could do to make change happen in your organisation? • What guidance do you have in working with you that will make your life easier or to ensure the right level of involvement? http://linkedin.com/in/janneohtonen
  10. 10. Meta model Qualification  What, How, Where, What, When, Which, Why (be careful with why)  The aim is to get the stakeholder to give insight via historical (not justification) perspective  “Why” does not appear in the meta model unless you have deduced the stakeholder is giving a historical perspective.  Construct questions to unpack understanding of what was truly meant. Use of a set of precise interrogatory techniques to gain a more complete understanding of the stakeholder. http://linkedin.com/in/janneohtonen
  11. 11. Meta model Violation (part 1) • Which targets do you specifically mean? • Which targets are the most important? • How did you deduce which targets are the most important? • How did you deduce this limit on timing? • When did you decide what these targets were? • What’s preventing you achieving these targets? • Note – “Why do you need to achieve these targets by year end?” can create a skewed message depending on whether the stakeholder is using historical information or justification “We need to achieve change targets by year end!” http://linkedin.com/in/janneohtonen
  12. 12. Now structure to: • Objective • Issue • Need What? • What targets to you mean specifically? • What issues are preventing you achieving these objectives? • What specifically do you need to achieve these objectives? How? • How did you define these targets? • How are the key issues preventing you from achieving targets? • How did you analyse what your company truly needs? Now apply to other interrogatory statements and unpack understanding and beliefs… Meta model Violation (part 2): “We need to achieve change targets by year end!” http://linkedin.com/in/janneohtonen
  13. 13. RACI – Communication Template  Assess key components of business processes or project plan and fill in activities section.  Assess all stakeholder both individual and groups who are likely to be involved  Assign RACI  Define what RACI means in terms of responsibilities  Devise communications plan for each stakeholder type and frequency (amend RACI spread sheet for content as necessary) Suggested approach http://linkedin.com/in/janneohtonen
  14. 14. Gaining Rapport with stakeholders – Basic technique “Match and Mirroring” Tonality o Understand speed and pitch o Partially mirror, but don’t copy Physiology o Observe body language and partially mirror o Be careful – direct copying can create the wrong message Communication  Understand personal agenda and motivation strategy  Build on that understanding using meta model qualification  Create examples where you share similar outlook and unpack beliefs further  Mirror (not match) observed communication patterns  Keep note as part of stakeholder qualification http://linkedin.com/in/janneohtonen
  15. 15. Summar • Introductions • What is stakeholder management? • Stakeholder environment • Stakeholder management process • RACI – Stakeholder communication template • Assessing stakeholders through questions • Meta model qualification and violation • Gaining rapport with stakeholders http://linkedin.com/in/janneohtonen
  16. 16. THANK YOU FOR WATCHING THIS PRESENTATION! CONNECT WITH ME IN LINKEDIN: http://linkedin.com/in/janneohtonen

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