BLUF: How do I standardize and measure the stakeholder relationship management process?
I manage a team of people whose primary job is stakeholder relationship management and advocacy. Secondarily, we focus on requirements gathering and delivery of an information sharing platform (around which the SRM efforts are focused). We've never had a formalized, measurable process for our SRM efforts and, because of a technical project the organization has been focused on for the past year or so, we've slowly slipped away from doing to the people work and into doing technical work. Recently, we've had some blowups with our stakeholder base that could have been mitigated by stronger relationships and now I've been charged with reinvigorating our efforts there while keeping up the current pace with our technical efforts.
To me, relationships largely seem to be a function of consistent frequency and duration of communication and I also think there's much to be said for someone knowing their stakeholders and what works for them. So I guess what I'm struggling with is how to create a standard that I can collect reporting on and measure without trying to create something so precise that it doesn't serve the stakeholder (and, by extension, the organization).
Thoughts or suggested readings?