Managing Authentic Relationships

Managing Authentic Relationships

Facing New Challenges in a Changing Context

  • Author: Wijers, Jean Paul
  • Publisher: Amsterdam University Press
  • ISBN: 9789462988613
  • eISBN Pdf: 9789048540884
  • Place of publication:  Amsterdam , Netherlands
  • Year of digital publication: 2019
  • Month: March
  • Pages: 256
  • Language: English
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

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