This course will cover the capability of the Customer, Partner and Stakeholder Management, focusing on how leaders can utilise effective relationship building skills to develop rapport and successfully manage business relationships. The key sections which we will consider are:


  • the core skills required for effective business relationships;
  • the management of relationships with customers;
  • the management of relationships with stakeholders, and;
  • the management of relationships with business partners.


Why are business relationships important and which kinds of relationships exist?

Organisations, and the individual staff or leaders within them, do not operate entirely in a self-contained environment. Instead of isolation, both organisations and their employees or leaders will operate a number of different business relationships with multiple individuals and agencies. These individuals and agencies can generally be broken down into one of three categories:


  1. Customers  those who purchase or utilise products or services from a business. These can be internal (other teams, divisions and departments within the organisation), or external (individuals/companies outside the organisation). 
  2. Partners – business partners refer to organisations or representatives who enter into a professional relationship for their mutual benefit. These are usually operated over the long term in order to maximise effectiveness, with both parties sharing the rewards and/or risks between them for the duration. 
  3. Stakeholders – anyone else who has an interest in an organisation or its specific activities. In general, this covers internal staff, but also external suppliers, shareholders, contractors, government agencies, any nearby/local residents, and even also encompasses customers as a subset. Their interest in activities can therefore vary significantly, but it is still crucial that relationships are maintained and solidified with each identified stakeholder group.  

Core Skills for Relationship Management
Not available unless: You belong to Premium Subscribers cohort
0.0
(0)
6
0
CPD: 6 min

This section will aim to educate users in the skills and techniques required for effective customer and stakeholder relationship management.

Managing Relationships with Customers
Not available unless: You belong to Premium Subscribers cohort
0.0
(0)
2
0
CPD: 8 min

Stakeholder analysis explores how to manage relationships with stakeholders, and how the relationship can optimise business performance. 

Managing Relationships with Stakeholders
Not available unless: You belong to Premium Subscribers cohort
0.0
(0)
1
0
CPD: 15 min
Stakeholder Analysis and Mapping
Not available unless: You belong to Premium Subscribers cohort
0.0
(0)
1
0
RACI Analysis
Not available unless: You belong to Premium Subscribers cohort
0.0
(0)
1
0

Managing partners explore how to ensure the business plan is shared and promoted by all those significantly invested in the company. 

Managing Relationships with Partners
Not available unless: You belong to Premium Subscribers cohort
0.0
(0)
2
0
CPD: 7 min
0.0
(0)
14
0

This section investigates the significance of a respectful environment and the happiness and performance of the workforce.

Creating an Environment of Trust and Respect
Not available unless: You belong to Premium Subscribers cohort
0.0
(0)
1
0
CPD: 3 min
Test Your Knowledge on Customer, Partner and Stakeholder Management
Not available unless:
  • You belong to Premium Subscribers cohort
  • The activity Core Skills for Relationship Management is marked complete
  • The activity Managing Relationships with Customers is marked complete
  • The activity Managing Relationships with Stakeholders is marked complete
  • The activity Stakeholder Analysis and Mapping is marked complete
  • The activity RACI Analysis is marked complete
  • The activity Managing Relationships with Partners is marked complete
  • The activity Creating an Environment of Trust and Respect is marked complete
  • The activity Forum: Customer, Partner and Stakeholder Management is marked complete
0.0
(0)
7
0
CPD: 32 min