Understanding & Managing Stakeholders

UNDERSTANDING AND MANAGING STAKEHOLDERS

Learn how to manage stakeholders and ensure maximization of shareholder’s value for the benefit of theirs as well as your business

Course Price: INR 1000

3 Hours

Self-paced Interactive Content

5

In-Lesson Interactive Exercises

Final

Graded Assessment

‘ASK US’

Raise A Query to Faculty

Access

Mobile App & Web-App

Certificate

Course Completion

Who is it for?

  1. Customer Engagement Professionals
  2. Sales and Marketing Executives
  3. Business Heads
  4. Relationship Managers
  5. Strategic Alliances Professionals
  6. All Professionals aspiring to be future leaders

COURSE STRUCTURE

As a young professional your success is driven by your ability to satisfy and engage your boss and your customer. In addition, ability to collaborate and garner support from members in the team, be they peers or people reporting into you is critical to being able to perform your role effectively, and also enjoy your work. This course brings to you the basic principles of understanding these stakeholders, and teaches you approaches and techniques you need to ensure harmonious and successful working with all of these stakeholders.

Understand Customer Lifetime Value

1. The Crucial Stakeholder- The Customer
2. Case of the Long Lasting Customer
3. Power of Customer Lifetime Value
4. Understanding Customer Lifetime Value
5. Concept of the Leaky Bucket
6. Cost of Acquisition
7. The Pyramid of Customer Value

Customer Relationship Management

1. Case Study: Food Express
2. Understanding Customer Relationship Management
3. Why Customer Relationships Matter?

Communicating Effectively With Customers

1. Introduction
2. Significance of Good Communication
3. Fundamentals of Business Communication
4. Email Interaction

Mediums to Communicate with Customers

1. Face to Face Conversations
2. Phone Conversation
3. Case Study 1: At The Restaurant
4. Case Study 2: The Salesman
5. Communicating With Customer

Complaint Management

1. Introduction
2. Complaints are Gifts
3. Why Do Customers Complain?
4. Managing Negative Emotions of Customers
5. Case Study: Luxury Apartment

Know Your Relationship with Authority

1. Introduction
2. How You See Your Boss
3. Role of Boss in Your Career Progression
4. Boss: Your Strategic Partner

Define Relationship with Your Boss

1. Framework to Decode your relationship with Authority
2. Know How you see the Authority

Understand Leadership Style of Boss

1. Thoughts, Feelings and Action Framework
2. Identufy Your Boss’s Leadershio Style
3. Direct Your Controlling Style
4. Supporting Style
5. Coach Style
6. Delegating Style

Gagandeep Singh
Gagandeep Singh
  • MBA from IIM-Ahmedabad; Fellow, Sumedhas Academy of Human Context
  • Consultant on Leadership, Alignment, Culture & Organizational Transformation
  • Visiting Faculty at leading b-schools
Usha Rangarajan
  • Leadership & Transformation Consultant
  • Over 30 years experience across functions and industries
  • Focus on design, management and improvement of Customer Experience

Experience

Our Unique Learning Methodology

What Will You Learn?

  • Learn about Customer Lifetime Value and its power
  • Discover the concept of Leaky Bucket, Customer Acquisition Cost and the pyramid of Customer Value
  • Understand Customer Experience Journey and Touch Points
  • Understand why Customer Experiences Matter
  • What is Customer Relationship Management and why does it matter
  • Learn the significance and fundamentals of Effective Communication with Customer
  • Discover the fundamentals of Email Interaction, Face to Face and Phone Conversations
  • Grasp how to Manage Customer Complaints
  • Learn how to see your Boss as your Strategic Partner and his role in your career progression
  • Discover the framework to Decode your Relationship with Authority
  • Discover Your Boss’s Leadership Style and Direct Your Controlling Style

4000 +Learners from Top Corporates

GlobalGyan Testimonials

Useful Relevant Learning

A highly useful and never taught lessons about your stakeholders- customers, internal team and boss

Vrinda Kulkarni, Customer Engagement Head

GlobalGyan
5
2020-10-04T14:05:22+05:30

Vrinda Kulkarni, Customer Engagement Head

A highly useful and never taught lessons about your stakeholders- customers, internal team and boss

Valuable Learning

The content was highly practical and relatable from our day to day routine

Atrayee Ray, Future Supply Chain

GlobalGyan
4
2020-10-04T14:09:19+05:30

Atrayee Ray, Future Supply Chain

The content was highly practical and relatable from our day to day routine

Outstanding Learning Experience

Learned something which has never been taught in our academics of professional life

Biplaw Bhattacharya, Tata Communications

GlobalGyan
4
2020-10-04T14:10:44+05:30

Biplaw Bhattacharya, Tata Communications

Learned something which has never been taught in our academics of professional life
4.3
3
GlobalGyan

Course Price: INR 1000

Frequently Asked Questions

How will this course benefit?

The ability to manage and influence stakeholders and decision-makers is an integral part of professional success. You will benefit from decoding your relationship with authority and working with stakeholders with vision and values different than you for a successful and harmonious outcome

Any pre-requisites for the course?

Definitely you must be working in a team, having a boss and serving to a customer/client. That’s it, all of them are stakeholders who needs to be understood and managed

How will I access the content? Is it available on mobile?

You can access the course on our Anytime, Anywhere Learning G.A.M.E app 

  • Step 1: Click on Enroll Now and register for the course with your Email ID and details
  • Step 2: On successful enrollment, you will be directed to the course on our Web-app (www.app.globalgyan.in)
  • Hurray! Kick Start your Learning
  • Once enrolled, the course can be accessed on our mobile apps too with the registered email Id
  • Our web-app and mobile app are synchronised

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