The Foundations of Relationship Management

•       What is relationship management?
•       Strategic vs. transactional relationships
•       The cost of churn vs. value of retention
•      The RM lifecycle: attract → retain → grow
•       Emotional intelligence and client empathy
•       Activity: Self-assessment of current relationship skills

Stakeholder Mapping & Client Segmentation

•       Internal vs. external stakeholders
•       Power-interest matrix and influence analysis
•       Client segmentation by value, behavior, and potential
•       Identifying key accounts and decision-makers
•       Practical application: Build a stakeholder map for a current client or partner

Building Trust & Credibility

•       Trust-building behaviors: consistency, transparency, reliability
•       Establishing rapport in virtual and face-to-face settings
•       The credibility formula: competence + character + communication
•       Active listening and empathy in RM
•       Roleplay: Discovery call with a new client

Communication for Influence & Collaboration

•       Tailoring communication styles (DISC, MBTI awareness)
•       Navigating difficult conversations
•       Influence tactics: logic, emotion, social proof, authority
•       Strategic questioning and reframing
•       Activity: Handle a client objection or resistance

Relationship Planning & Goal Setting

•       Account planning models (e.g., KAM, GRPI, OKRs)
•       Setting SMART relationship goals
•       Identifying cross-sell, up-sell, and referral opportunities
•       Action plans and check-in rhythm
•       Workshop: Draft a 6-month relationship development plan

Value Creation & Co-Creation

•       Defining value from the client’s point of view
•       From service provider to strategic partner
•       Co-creation frameworks: joint problem-solving and innovation
•       Using feedback loops and VOC (voice of customer)
•       Practical Application: Map value exchange in one client relationship

Conflict Management & Service Recovery

•       Common sources of conflict in relationships
•       De-escalation techniques and preserving relationships
•       Handling complaints and difficult feedback
•       Turning service failure into recovery opportunity
•       Practical Application: Role-Playing Activity.

Metrics, Performance & Portfolio Management

•       Measuring relationship health: NPS, CSAT, retention rate
•       Relationship dashboards and red flags
•       Managing multiple accounts and priorities
•       Automating relationship workflows (CRM systems overview)
•       Group Task: Design a basic client performance scorecard

Relationship Management in a Digital World

•      Building trust remotely (email, video, messaging)
•       Leveraging social platforms and digital tools (LinkedIn, CRM)
•       Ethical boundaries and digital etiquette
•       Future of RM: AI, personalization, and hybrid models
•       Practical application: Create a digital engagement strategy for a client