Identifying Stakeholders and Their Needs

A case study defining internal customers and identifying ways of improving internal customer care. Allow around 45 minutes for completion.

This diagnostic looks at evaluating customer portfolios and segmenting them by value and effort in order to identify ways to provide maximum customer care with minimum effort. Allow 1½ hours for completion.

This diagnostic is a useful framework for teams to review their attitude towards internal customer care, involving both self-analysis and feedback from their internal customers. Allow around 35 minutes for completion.

An exercise to analyse whether a team are meeting customer expectations and what they can do to exceed them. No separate task sheet is required. Allow one hour.

This exercise is designed to help a senior team analyse the interests and influences of stakeholders before making a key decision. Allow one hour for completion.