Customer and Stakeholder Communications Management


Customer and Stakeholder Communication management involves taking into consideration the different interests, aspects and values customers and stakeholders have and addressing for business sustainability and growth. This branch of strategic management is of paramount important because it helps an organization to achieve its strategic objectives by involving both the external and internal environments and by creating a positive relationship with customers and stakeholders through good corporate governance and management of their expectations

Communication management whether it’s personal or via email, with a prospective or current customer, sponsor or any stakeholder, effective communication serves as the very bedrock of business strategy. It can sway public opinion in favour or away, give teams a sense of purpose, persuade executives or shareholders to increase funding and boost corporate success rates. Among those organizations considered highly effective communicators, 80 percent of projects meet original goals, versus only 52 percent at their minimally effective counterparts, according to Pulse of the Profession In-Depth Report: Executives said organizations with effective and efficient communication methods are more likely to stay within scope, meet quality standards and deliver intended business value and benefits.

Target Audience: 

This course offers practical Customer and Stakeholder Communication management training, aimed at executives, line managers, Project Managers, Consultants, public relations who have a responsibility for managing customers and stakeholders. The media, People in positions that convey influence, Clergy members, doctors, CEOs, and college presidents, Community leaders are some of the people who may need to take up space in this training workshop

Course Outcomes: 

Upon completing this workshop, the delegates should be able to:

  • Understand how identify and classify potential primary and secondary customers and stakeholders relevant to an endeavor, undertake stakeholder analysis
  • Learn how to increase organisational success by retaining and bringing on board prospective customers and stakeholders who have a vested interest in the effort both directly and indirectly
  • Engage customers and stakeholders productively, communicate and negotiate for optimal results and conflict resolution
  • Analyze key stakeholders and their interests, determine stakeholder power on the basis of their relative levels of importance and influence and their influencers
  • Forecast and determine meaningful levels of participation for key customers and stakeholders; and create win-win outcomes in negotiation
  • Identify critical success factors in customer and stakeholder communication management and how organisations can leverage upon it to become high performing organisations