Improving business performance through customer & stakeholder relations
At Marketing In Control, our focus is on applying marketing inside and outside the organisation to help companies sustain long term relationships with their customers, to help project teams achieve successful outcomes, and to help internal service providers and transformation teams improve collaboration and performance.
We provide internal and external communications and marketing support, help you develop and deliver stakeholder engagement strategies, and providing training and workshops to help your teams develop the tools and capabilities required.
We have developed a unique suite of tools and models, based on relationship marketing best practice, that provide easy-to-use and practical processes for building productive customer and stakeholder relationships. Get in touch with us to set up a consultation, or use the contact form to enquire whether our services are right for you.
A key issue for PMO's is how to gain recognition as a value-adding function. Changing perceptions and building relationships with stakeholders and the project management community are key to being able to deliver the support and insight required by the organisation.
Nurturing customer relationships is about connecting with the people you do business. Rather than requiring sophisticated CRM systems and data analysis, managing customer perceptions and expectations through research and communications can deliver significant benefits.
Effective stakeholder communications is recognised as a critical factor for successful delivery of projects and programmes. Without a clear picture of champions and challengers, and a robust stakeholder strategy, communications effort may be ineffective and wasted resource.
"Fran has become a valued contributor in our PR team, helping us to stay connected with our customers and provide added-value. She’s proactive in coming up with inspiring suggestions and will “go the extra mile” to work on new ideas and develop a solution that’s right for our business."
"Thank you so much for this case study, you make a great team."
"Fran is a superb communicator with a strong grasp of the power of words. She has a real skill for turning ordinary written copy into something special, that inspires and motivates."
"I have had the pleasure of working with Marketing in Control and Fran for 6 years. Marketing in Control have helped develop our customer facing material such as our web, white papers and newsletters. They always deliver on time and and have a good technical understanding."
"The ABCDE communications framework takes what I need to do and puts it into an order that is absolutely correct. It just makes really good sense."
"The ABCDE really helped to get the team aligned on what was required."
Relationship marketing inside the organisation
Relationships with customers and with stakeholders affect the performance of your business and the ability of individual teams within your organisation to work efficiently and effectively. Customers who remain engaged and interested in your products and services are easier to sell to, and more profitable. Existing customers can often take a back-seat to lead generation yet, according to a study by Bain & Company, increasing customer retention rates by just 5% increases profits by 25% to 95%. The same is true inside the organisation. An organisation is a community of internal suppliers and customers. Nurturing those cross-functional relationships improves overall business performance. Research by Lynda Gratton has demonstrated that the most productive, innovative teams are typically led by people who focus on stakeholder relationships as well as the project objectives. And the Service Profit Chain suggests that success in building external customer loyalty starts with prioritising internal customer relationships.
Improving effectiveness and efficiency
Nurturing relationships can help to
- improve operational efficiency through trust and collaboration
- provide competitive advantage through perceived value rather than price
- increase demand for products and services through recommendations and referrals
- increase retention through better customer insight and product development in line with evolving customer needs
- Influence perceptions by refining the way you do business
At Marketing In Control, we specialise in applying Relationship Marketing principles inside the organisation. Stakeholder engagement is a fundamental challenge for internal service providers such as PMOs, IT and HR. Negative perceptions, misunderstanding or disinterest make it incredibly difficult and add cost and delays to projects. Relationship Marketing techniques can change perceptions and build the relationships with internal customers and stakeholders that are essential for achieving their business objectives.