CHAPTER 3: FOSTERING STAKEHOLDER RELATIONSHIPS
This chapter is focused on step 2 of the customer journey: engage.
The topics include:
• Mutual readiness and maturity;
• Supplier and partner relationship types and their management;
• Developing customer relationships;
• Analysing customer needs;
• How the relationship management practice supports fostering relationships; and
• How the supplier management practice supports fostering relationships.
The engage step builds transparency, continual engagement and trust between stakeholders. Good relationships built on trust support value realisation. With high trust levels, customers increase demand and service providers can acquire resources to supply them, creating a virtuous cycle where both parties ...
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