Managing Authentic Relationships

Facing New Challenges in a Changing Context

Auteur: Wijers, Jean Paul
Éditeur: Amsterdam University Press
ISBN: 9789462988613
eISBN Pdf: 9789048540884
Lieu de publication: Amsterdam , Netherlands
Année de publication électronique: 2019
Mois : Mars
Pages: 256
Langue: Anglais

Légende

In an increasingly connected world, Strategic Relationship Management is a vital capability for successful organizations. The book Managing Authentic Relationships; Facing New Challenges in a Changing Context focuses on building and managing a strong network and reciprocal relationships for the entire organization by implementing a professional relationship management approach at strategic, tactical and operational level. Professional relationship management makes valuable and measurable contributions to the strategic goals of an organization by: Expanding the organization's strategy to a Relationship Management Strategy; Efficiently managing relationships and correctly mapping stakeholders; Embedding clear responsibility for relationship management throughout the organization; Measuring results and calculating the Return-on-Relationship; Developing strong networking skills and networkers who are able to act as eyes and ears for the organization; Organizing effective networking activities with measurable results. This book also offers a holistic view. Managing authentic relationships requires a shared understanding of what relationships are. It is impossible to develop successful relationship management without authentic relationships based on trust and reciprocity.

Content
Foreword
Preface
Introduction
- From an ethical perspective to relationships
- Symbolic exchange
- Authenticity
- Management
- Notes
How do you want to be seen?
1. The Importance of Networks and Relationships
- Friends and outsiders; networking in the seventeenth century
- 1.1 The transition to 4.0 organizations
- 1.2 A new era
- 1.3 The relationship-centered organization
- 1.4 Strategic Relationship Management; a purpose or a tool?
- 1.5 Developing strategic relations
- 1.6 Shared value networks
- 1.7 Technical and adaptive challenges in relationship management
- 1.8 The value of authentic relationships in a swift society
- 1.9 Grounding elements in relationship management; attention, friendship, and loyalty
- 1.10 Rules and dialogue as a way to sustain a community
- 1.11 Symbols and gestures to create meaningful relations
- 1.12 The power of trust
- 1.13 Conclusion
- Notes
2. The Importance of Protocol in Networks
- 2.1 The symbolic value of protocol
- 2.2 Protocol to manage time
The future of protocol; how new rituals might modernize protocol in our highly individualized age
Protocol is an executor of Strategic Relationship Management
3. Developing a Networking Vision
- Notes
Upward mobility
4. Relationship Management Strategy
- 4.1 An active role for the Manager of the Network in the strategy debate of the organization
- 4.2 Relationship Management Strategy in the context of a plan debate of the organization
- 4.3 The strategy paradigm that drives your Relationship Management Strategy
- 4.4 Strategic relationship networks
- 4.5 Relationship Management Strategy as an iterative process
- 4.6 Making the Relationship Management Strategy tangible
- 4.7 Strategy as an outcome of negotiations at many levels
- Notes
5. Relationship Echelons and Stakeholder Management
- 5.1 Stakeholders as relationship echelons
- 5.2 Stakeholder analyses as input to the Relationship Management Strategy
- 5.3 Strengthening relationship bonds
- 5.4 Mapping stakeholders at the individual level
- 5.5 Stakeholder relationship management
- 5.6 Customer as relationship echelons
- 5.7 Customer segmentation criteria
- 5.8 Segment of one
- 5.9 Differentiating stakeholder treatment
- Notes
6. Developing a Relationship Management PlanOnce defined, the Relationship Management Strategy needs to be implemen
- 6.1 Cascade of objectives
- 6.2 Relationship Management Plan
Public sector Strategic Relationship Management - The Municipality of Antwerp’s story of facilitating benefits for the community
7. Relationship Management Capabilities
- 7.1 Data management
- 7.2 Omnichannel management
- 7.3 Customer communication and media
- Notes
8. Assessing the Return-on-Relationship (RoR
- 8.1 Return-on-Relationship
- 8.2 Calculating the Return-on-Relationship
- 8.3 Factors influencing the Return-on-Relationship
- 8.4 Social network analyses
- Notes
9. Relationship Performance Management
- 9.1 Performance management models
- 9.2 Relationship performance measurement
- 9.3 Relationship target setting
- 9.4 Closing the loop
- 9.5 Supporting crm system
- 9.6 Example Relationship Key Performance Indicators (kpis)
- 9.7 Reflections on relationship performance management
Making relationship marketing more valuable
10. The Responsibility for Strategic Relationship Management
- 10.1 A network organization
- 10.2 Mapping internal stakeholders
- 10.3 The relationship management structure
- 10.4 The Manager(s) of the Network
- 10.5 The profile of a networker
- 10.6 Defining the role and responsibilities of the networking teams
- Notes
11. Implementing a Relationship Management Strategy; Implementing Change
- 11.1 Relationship management; how to implement change
- 11.2 Analyzing the current and desired situation and managing the change
- 11.3 Motivation
- 11.4 Formal and informal communication; power and influence
- 11.5 Conclusion
- Notes
How a refugee organization professionalized its relationship management
LinkedIn or Facebook?
12. Supporting the Networkers; Creating the Networking Tool Kit
- 12.1 Networking tool kit
13. Networking Events or Meetings
- 13.1 The goal of networking events or meetings
- 13.2 Managing the network event or meeting
- Notes
The authors
The Institute of Strategic Relationship Management
Glossary
Index
Thank you
Colophon