Was ist Stakeholder Relationship Management Software?

Jambo's complete guide to stakeholder relationship management software (SRM)

Today, stakeholder relationship management is a critical component of effective stakeholder engagement. One way to help ensure you're managing your stakeholder relationships as best as possible is by using specialized software, but what is Stakeholder Relationship Management software (or SRM), and how does it contribute to your stakeholder engagement efforts?

SRM stands for stakeholder relationship management, and SRM is software for managing all your stakeholder relationships and communications with stakeholders.

For those tasked with managing stakeholder relationships or who work in stakeholder engagement and consultation, SRM software is a centralized place to store all stakeholder-related information. This information can include stakeholder contact information, engagement records, stakeholder issues, commitments, reports, and other stakeholder-related notes.

With an SRM, you and your team have one place to log information, meaning everyone always knows exactly where to find everything they need. Organized data simplifies the stakeholder management process, so it won't become overwhelming or unmanageable.

Stakeholders can tell when a team is unorganized, and this can affect their perception of you and your organization and affect their willingness to engage and collaborate on your engagement program, leaving you vulnerable to increased project risks. With a quality SRM, you can ensure your stakeholder information is organized, accessible, searchable and easy to understand, so you can focus on building meaningful and trusting stakeholder relationships.

We've compiled this comprehensive blog to teach you the basics of stakeholder relationship management software, helping you fully understand SRM software and how it can help your organization meet its engagement goals.

In diesem Blog werden wir darüber berichten:

1. 1. Was ist Stakeholder Relationship Management (SRM) Software?
   2. Wer verwendet ein SRM?
   3. Was macht ein SRM?
   4. Vorteile der Verwendung eines SRM
   5. SRM für Teamzusammenarbeit
   6. Aufbau von Stakeholder-Beziehungen mit einem SRM
   7. Einsatz eines SRM für die Einbeziehung von Stakeholdern
   8. SRM-Alternativen
   9. SRM Sicherheit
   10. Wann sollten Sie ein SRM einführen?
   11. Wie wählt man ein SRM aus?
   12. Die beste Software für Stakeholder Relationship Management

1. What is Stakeholder Relationship Management software (SRM)?

Stakeholder Relationship Management software connects and organizes all your stakeholder information within one platform, allowing you to manage all your organization's relationships and communications with stakeholders.

An SRM helps teams easily track and report on stakeholder interactions, issues, and commitments and facilitates collaboration among teams working on stakeholder engagement projects.

Want to learn how SRM differs from CRM? Check out our blog!

Mit der Stakeholder Relationship Management-Software können Sie:

• Streamline your input efforts, your engagement efforts and the management of your engagement programs
• Understand your stakeholders and your project by seeing how all your stakeholder information connects
• Compile helpful and clear project updates for your team, stakeholders and/or decision-makers
• Simplify the stakeholder management process to help build positive stakeholder relationships
• Effektivere Zusammenarbeit mit Ihrem Team und externen Auftragnehmern

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2. Who uses Stakeholder Relationship Management software?

Software für das Management von Stakeholder-Beziehungen ist für jede Organisation nützlich, die mit der Verwaltung großer Mengen von Stakeholder-Informationen betraut ist.

Stakeholder engagement is an important component in forestry, mining, energy, construction, etc. Governments, public bodies, financial institutions, and healthcare organizations often need to engage external and internal stakeholders as part of a policy development process or a change management strategy.

SRM kann für fast jeden Sektor ein wichtiges Instrument für das Stakeholder-Management sein.

If you're uncertain whether your team could use SRM spftware, ask yourself:

• Will more than one team member be engaging with stakeholders? Would it be useful to access the history of stakeholder engagement so you always know what has been said and to whom?
• Is teamwork important? Do you need your stakeholder information to be easily accessible to improve team cooperation and collaboration?
• Wäre es nützlich, alle Informationen über Ihre Interessenvertreter an einem Ort zu haben?
• Was passiert, wenn Sie auf schwierige Stakeholder treffen? Benötigen Sie die Fähigkeit, Probleme und Verpflichtungen der Stakeholder zu managen, um das Projektrisiko zu verringern?
• Will you be sharing reports? Would the ability to quickly report on all your stakeholders' information be important for your team, your stakeholders, or your decision-makers?
• Müssen Sie Ihre Bemühungen im Stakeholder-Management auswerten? Wären Aktualisierungen, Berichte und Analysen zu Ihren Engagementbemühungen wertvoll für Sie und Ihr Team?

Wenn Sie derzeit mit Tabellenkalkulationen arbeiten und erfahren möchten, warum ein SRM eine bessere Möglichkeit zur Verwaltung Ihrer Stakeholder-Beziehungen darstellt, lesen Sie unseren Blog!

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3. What does Stakeholder Relationship Management software do?

Now that we know what Stakeholder Relationship Management (SRM) software is, let's examine its capabilities.

Auch wenn SRMs in ihrem technologischen Angebot variieren können, verfügt ein hochwertiges SRM über Funktionen, die Ihnen die Protokollierung und Verwaltung ermöglichen:

• Kontaktinformationen für Interessenvertreter
  
• Aufzeichnungen über die Kommunikation mit Interessengruppen
  
• Anmerkungen zu Ihren Interessengruppen
• Fragen von Interessengruppen
• Verpflichtungen der Stakeholder (andere Begriffe für Verpflichtungen sind z. B. Anpassungen, Abschwächungen und Versprechen)
• Ihnen und Ihrem Team zugewiesene Aufgaben
• Karten von interessanten Gebieten oder Einsatzorten
• Berichte über die von Ihnen eingegebenen Daten

The ability to easily access and search this stakeholder information is very beneficial, but it’s how your information all connects within an SRM that makes stakeholder relationship management software invaluable. This ability for all your information to connect is called traceability.

Traceability within an SRM is essential because it helps you understand how your information is linked together, allowing you to build a fuller understanding of your stakeholders and your projects.

For example, with some SRMs, you can click on a stakeholder profile to access all previous engagement information, such as communications you've had with them, details of issues they were involved in, commitments you made to them or team tasks associated with them.

Wenn Sie mehr über die Bedeutung der Rückverfolgbarkeit erfahren möchten, besuchen Sie unseren Blog!

Diese Geschichte des Engagements ist in vielerlei Hinsicht hilfreich:

• Easily access stakeholder profiles and all connected information, including communications, issues and commitments, so you are prepared when communicating with stakeholders (and are never blindsided in a stakeholder meeting)
• It can help you understand your stakeholders and make informed decisions on how best to engage next, which is critical when building trust and good relationships with your stakeholders
• It can allow you to show how stakeholder input has been used in decision-making through the ability to report on the steps you took to address input

Below, we'll dive into some SRM benefits.

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4. Example benefits of using SRM software

Die Vorteile eines SRM können folgende sein

• Audit trail: With an understandable audit trail of your information, you always know where things left off with stakeholders, and you always have access to your full, current records, which is a best practice when trying to lower risk.
• Build trust: Simplifying your stakeholder information helps you better understand your projects and stakeholders. It empowers you and your team to engage more effectively, helping to build stakeholder trust and relationships. Whether you're part of a change management process dealing with internal stakeholders or an engagement program with external stakeholders, trust is vital.
• Buy-in: The ability to share easy-to-understand project reports can help gain buy-in from decision-makers.
• Centralized and accessible: Having all your stakeholder engagement and consultation information connected in one platform makes your data accessible and searchable among teams (or for anyone with a user account).
• Cloud-based: With a secure cloud-based SRM, your software is accessible on demand anywhere in the world via the Internet, so you don't need to always be in the office to access information and stay aware of updates.
• Collaboration: With centralized, up-to-date data, you can increase team collaboration. An SRM with task assignment capabilities allows you to assign tasks and see when tasks are completed for better transparency and accountability within your team.
• Commitment management: With the ability to track stakeholder commitments and with easy to understand status updates, you'll never forget another commitment again, which helps to improve accountability and ensure compliance.
• Kontaktlisten: Die Möglichkeit, schnell Listen von Stakeholder-Kontakten zu erstellen, vereinfacht die Erstellung von Massenkommunikationskampagnen wie E-Mail- und Mailing-Kampagnen.
  
  
• Email integration: Depending on the SRM, you can automatically log email communications with stakeholders via CC/BCC/FWD to a specific project.
• Issues management: Easily understandable updates help you monitor and manage any stakeholder issues through to an eventual resolution.
• Maps: Mapping capabilities offer visual references for locations of interest and areas of consultation.
• Mobile: The software has mobile capabilities, so you can access it while you're on the go. This is useful after a stakeholder meeting when you want to log your engagement quickly.
• Overview: Access to high-level project overviews with dashboard analytics and reports helps you quickly understand your project's size and status.
• Reports: Run reports that illustrate engagement and consultation efforts to your team, stakeholders, and decision-makers. This allows for better transparency and helps create a clearer understanding of your stakeholders' perspectives, issues, commitments, and engagement program overall.
• Lower risks: An SRM helps you reduce the risk of data loss and reduce project risk by helping you understand your current liabilities.
• Save time: With streamlined and easy to use SRM software, you'll save a lot of time on the input and output process.
• Nachvollziehbarkeit: Durch die Verknüpfung aller Mitteilungen, Probleme, Verpflichtungen und Aufgaben können Sie sich sehr schnell ein umfassendes Bild von Ihren Beteiligten und Ihren Projekten machen.

Warum sind diese Vorteile wichtig?

With all these SRM capabilities, you'll clear the way to:

• Effektivere Zusammenarbeit mit Ihrem Team und Ihren Stakeholdern
• Lower project risks and liabilities
• Bauen Sie mehr Vertrauen bei Ihren Stakeholdern auf
• Aufbau von zukunftsorientierten, bedeutsamen Beziehungen zu den Stakeholdern
• Akzeptanz bei den Entscheidungsträgern gewinnen
• Arbeit an nachhaltigen Lösungen
• Erfüllen Sie Ihre rechtlichen Anforderungen
• Build an accurate and up-to-date record of engagement with stakeholders
• Mehr Transparenz bei den Projektplänen
• Erreichen Sie Ihre Ziele für das Stakeholder-Engagement

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5. Using SRM software for team collaboration

Wenn es darum geht, Informationen über Ihre Stakeholder zu verwalten und gute Beziehungen zu ihnen aufzubauen, ist die Zusammenarbeit im Team unerlässlich.

Die Verwendung einer benutzerfreundlichen Software für das Stakeholder Relationship Management (SRM) trägt dazu bei, dies sicherzustellen:

• Higher adoption rates: An easy-to-use SRM can quickly onboard your team, and the software's adoption rate will be higher. With the whole team using the SRM, you will help ensure you always have access to up-to-date stakeholder information (i.e., no more disorganized stakeholder data stored in spreadsheets, USBs, or desktops). 
• Input consistency: Easy-to-use software with an easy input process can help make logging information consistent among teams. Consistent record-keeping will make your stakeholder data much more organized and understandable. This consistency is crucial for situations where legal authorities or decision-makers ask for reports of your engagement efforts. With an SRM, you'll be able to run clear and comprehensive reports quickly.
• Everyone is up to date: Using a cloud-based SRM means your team can access the system from anywhere with an internet connection. This means you can log records at any time, and other team members can access these records as soon as they are added. This means you always know what's happening, what's been communicated and what still needs to be done. Management can stay informed without having to ask for project updates, and you'll remove the risk of forgetting to address an issue or commitment, which can help lower project risks.
• Bessere Beziehungen: Je nach Komplexität eines Projekts können sich in einer Organisation viele Mitarbeiter gleichzeitig engagieren. Ein SRM bedeutet, dass Sie mit den Stakeholdern über eine konsistente Nachrichtenübermittlung interagieren können, da Sie auf ihre früheren Engagement-Datensätze zugreifen können (unabhängig davon, wer in Ihrem Team zuletzt engagiert war), was eine wesentliche Best Practice für den Aufbau und die Verbesserung von Stakeholder-Beziehungen ist.

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6. Building better stakeholder relationships with SRM software

As an organization, it's essential to remember that when engaging with stakeholders, it's not just about how you engage; it's what you do with that engagement information that can make a big difference.

You might wonder why managing stakeholder relationships is important, and the answer is that they are important for your organization's success.

Effective stakeholder management can impact how stakeholders perceive you and your organization. If stakeholders don't trust your organization or aren't willing to work with you or engage with you, this can affect your project's success (we've all seen what can happen when the rumour mill spirals out of control).

Da wir nun wissen, warum diese Beziehungen so wichtig sind, stellt sich die Frage, wie Sie gute Beziehungen zu Ihren Stakeholdern aufbauen können.

Im Folgenden finden Sie einige Beispiele dafür, wie Sie ein SRM zum Aufbau von Stakeholder-Beziehungen nutzen können:

• Prepare for meetings: Easily prepare for stakeholder meetings by quickly reviewing a stakeholder profile to learn what's been discussed previously, including any issues or commitments. This historical understanding can help you engage more consistently, respectfully, and transparently, which helps build stakeholder trust.
• Run a variety of reports: Create visual project reports to share with stakeholders, which will improve transparency and help build understanding.
• Staying consistent with messaging: You can stay consistent in your messaging as you always know what's been said by whom. Your ability to engage consistently will affect how people perceive your projects and their ability to trust your organization.
• Fulfilling commitments: Organize commitments according to priority and due date so you always know which commitments still need to be fulfilled. Ensuring commitments are always addressed is one important way to build trust with your stakeholders.
• Beachten Sie die Lücken: Untersuchen Sie die von Ihnen eingegebenen Stakeholder-Daten, um wichtige Lücken in Ihren Projekten oder Programmen zu finden. Zu diesen Lücken können Stakeholder gehören, mit denen noch Kontakt aufgenommen werden muss, offene Fragen, oder die Überwachung der von Ihnen erfassten Konsultationsbereiche und die Feststellung von Bereichen, in denen Sie sich stärker engagieren müssen.

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7. SRM for effective stakeholder engagement

Ihr Plan für die Einbindung von Stakeholdern ist ein Leitfaden für die Einbindung von Stakeholdern und beinhaltet die Identifizierung von Stakeholdern:

• Ziele des Projekts
• Ziele des Engagements
• Key stakeholders (try a stakeholder mapping exercise!)
• Taktik des Engagements
• Regulatorische Anforderungen
• Erforderliche Ressourcen

Stakeholder Relationship Management (SRM) software works with your stakeholder engagement plan, allowing you to work more streamlined and organized. This is vital when you need to meet deadlines, gain project buy-in, manage resources, and demonstrate engagement efforts.

As your engagement efforts continue, the number of stakeholders involved may grow substantially, leaving you responsible for managing volumes of data that can quickly become disorganized and overwhelm you and your team.

Ein SRM hilft Ihnen, diese Daten auf verständliche und zugängliche Weise zu organisieren, so dass Sie und Ihr Team bei Ihrem Plan auf dem Laufenden bleiben.

Eine entscheidende Komponente eines Plans zur Einbindung von Stakeholdern ist die Fähigkeit, flexibel zu sein und ihn anzupassen, wenn Änderungen eintreten oder Fragen der Stakeholder auftauchen, insbesondere wenn sich die Erwartungen an die Einbindung weiter ändern. Mit organisierten Daten und einem kollaborativen Einbindungsprozess können Sie Ihren Plan viel leichter überprüfen und anpassen.

Beispiele für unmittelbare Vorteile der Verwendung eines SRM mit Ihrem Plan zur Einbindung von Stakeholdern

• Centralized: An SRM allows you to store all your stakeholder information in one easy-to-find place, so you always have access to the most up-to-date information, regardless of how long your project remains open or how much information is collected.
• Trust: When stakeholder information is centralized and accessible, it empowers you and your team to engage respectfully, transparently and effectively with all your stakeholders. This ability to easily view and understand your information also ensures you can address and resolve stakeholder issues and commitments. This helps your stakeholders to view your organization as more engaged, knowledgeable and reliable, allowing you to build trust and better stakeholder relationships.
• Risk reduction: With your stakeholder information in an SRM, you bridge the gap between your teams, projects and programs so that you know the history of engagement (i.e. all communications, issues, commitments and tasks) to fully understand what’s relevant and important as you move forward. This fuller understanding reduces your organization's chances of getting caught off guard, which is a significant risk management move.

Beispiele für künftige Vorteile der Verwendung eines SRM mit Ihrem Stakeholder-Engagement-Plan

• Future-focused relationships: Tactfully and promptly handling issues and commitments helps ensure that your stakeholders know you take them seriously and increases the likelihood that they'll be willing to work with you again in the future.
• Future projects: Access your stakeholder lists to use in future projects and retain the history of engagement with them. Understanding the full history of engagement allows you to understand where you left off with stakeholders in previous projects, so you can continue to build meaningful relationships with them without having to start from scratch.
• Across project reporting: Many SRMs will enable you to run reports across projects, allowing you to showcase a deeper level of understanding of your organization's engagement efforts over time, which is useful to learn from, to gain buy-in from decision-makers and is a record-keeping best practice.
• Historie des Engagements: Einige SRMs ermöglichen es Ihnen, Ihre Daten schnell aufzurollen und den Verlauf des Engagements mit jedem Stakeholder über alle Ihre Projekte und Programme hinweg einzusehen.

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8. SRM alternatives

Sie fragen sich vielleicht, ob es noch andere Methoden oder Tools für die Verwaltung Ihrer Stakeholder-Informationen und Stakeholder-Engagement-Projekte gibt. Wenn Sie sich für ein Verfahren zur Organisation Ihrer Stakeholder-Informationen entscheiden, sollten Sie sicherstellen, dass Sie die beste Option für Ihr Unternehmen wählen.

• While spreadsheets might seem like a good option at first, they're not a sustainable solution for building future-focused, long-term stakeholder relationships.
• Spreadsheets can quickly become messy and complicated, which is problematic when you're trying to organize and manage essential information. With your information in multiple spreadsheets, searching and cross-referencing information quickly becomes impossible, leaving your organization vulnerable to risks (e.g., inconsistent input methods, missing information, etc.). For today's stakeholder engagement expectations, spreadsheets are a temporary solution.

Read our top ten reasons why spreadsheets aren't the best option for managing your stakeholder engagement information.

• SRM is ideal for managing stakeholder relationships and your history of engagement with these stakeholders
• CRM ist ein Werkzeug zur Verwaltung von Kunden und Verkäufen

It doesn't make sense to use customer-focused software like a CRM to manage your stakeholder engagement and consultation; you're not selling to your stakeholders; you're engaging with them.

Da ein SRM für die Verwaltung von Stakeholdern entwickelt wurde, können seine einzigartigen Arbeitsabläufe Ihnen helfen, Ihre Stakeholder-Informationen besser zu verwalten als jedes andere Software-Tool.

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9. SRM software security

Zwar ist jeder SRM-Anbieter anders, aber insgesamt sind SRMs eine sehr sichere Option für die Speicherung Ihrer Stakeholder-Informationen.

Suchen Sie nach einem SRM mit:

• Secure cloud collaboration: With secure, cloud-based SRM software, changes are virtually instant, which means you and your team always have access to the most accurate and relevant information and can also collaborate on records in real-time. 
  • Tip: Ask the SRM vendor if your data is encrypted both at rest and in transit for an added layer of security and peace of mind for you and your stakeholders.
• User-based permissions: An SRM with user-based permission options allows account administrators to provide multi-level access to users. This is needed if you'd like to restrict access to things like financial information or confidential internal notes for certain users (e.g., contractors, interns, etc.). With user-based permissions, restricted data is never accessible on-screen or in a report to those without permission.
• Multi-Factor Authentication (MFA): An SRM with MFA offers better security protection for accounts by requiring users to verify their login details by entering a passcode sent to their mobile phone via SMS text message. This enhanced security option makes it significantly harder for unauthorized persons to access user accounts and data, helping to keep critical data protected and secure.
• Single Sign-On (SSO): Some enterprise customers require SSO. An SRM with SSO adds an additional layer of security and lets in-house IT teams easily manage staff access using their existing tools and protocols.

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10. When should you adopt SRM software?

Watch for these signs that it's time to adopt an SRM:

• Die Menge an Stakeholder-Informationen, die verwaltet werden müssen, wird immer überwältigender
• A team member has left a stakeholder issue unaddressed, and you don't want this to happen again
• Sie wurden bei einem Treffen mit einem Stakeholder überrumpelt, weil Sie nicht alle Fakten wie bestehende Probleme, Verpflichtungen oder die Kommunikation mit dem Stakeholder kannten
• A team member is leaving the project, and you'll have no way of accessing their previous engagements with stakeholders
• Ihr Team hat vergessen, eine Stakeholder-Verpflichtung zu erfüllen
• Your stakeholder engagement information is scattered in different places, and you need a central location to store it
• Ihr Team vermeidet die Eingabe von Kommunikationsaufzeichnungen, weil der aktuelle Prozess verwirrend oder zu zeitaufwändig ist.
• Sie sind sich über Ihre aktuellen Projektverpflichtungen und -verbindlichkeiten unsicher
• If a regulatory body asked you to run a report that shows all the stakeholder engagement that occurred during a project, you're not confident that could be done quickly and easily (or at all)
• Sie müssen das Engagement mit Stakeholdern nachverfolgen, um Mandate zur sozialen Verantwortung von Unternehmen zu erfüllen oder um Ihre Nachhaltigkeitsanforderungen und -berichte zu erfüllen.

If you're worried about transforming how you manage your day-to-day stakeholder engagement activities from spreadsheets to stakeholder relationship management software, check out our eBook, 'The Step-by-Step Guide to Say Goodbye to Spreadsheets.' 

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11. How do you pick SRM software?

Not all SRMs are designed or supported the same. Software that works for one organization might not be the right option for another, so it's key to take the time to review and select the best stakeholder relationship management software for your organization.

Bedenken Sie:

1. Ziele: Definieren Sie Ihre Projekt- und Einsatzziele und bewerten Sie die Fähigkeit einer Software, diese Ziele zu erreichen.
2. Buy-in: Identify who needs to buy into the software and what kind of information is required to make this happen
3. Pain points: Talk with your team and gather their opinions on what they would like to see in SRM software. Discuss how an SRM can help make their job easier and what weaknesses in the current stakeholder engagement management efforts could be eased with SRM software. Struggles might include:
   1. Die Zeit, die für die Protokollierung von Datensätzen benötigt wird
   2. Konsistenz der protokollierten Datensätze
   3. Unmöglichkeit zu wissen, ob die Daten auf dem neuesten Stand sind
   4. Sie wissen nicht, woran Ihr Team gerade arbeitet
   5. The current input process is too confusing
   6. Die Menge der Daten von Interessengruppen ist überwältigend
   7. Missing stakeholders' issues and commitments

4. Recherche: Erstellen Sie eine Liste all Ihrer "Must-haves" und "Nice-to-haves" und recherchieren Sie Ihre SRM-Softwareoptionen. Sobald Sie Ihre Liste haben, wenden Sie sich an SRM-Anbieter und vereinbaren Sie einen Termin für eine Demo. Eine Demo ist der einfachste Weg, um zu sehen, wie die SRM-Software für Ihr Unternehmen von Nutzen sein kann.
   
   
5. Select the best SRM for your organization: Once you've identified what your organization requires from an SRM and you've narrowed down your options, consider these four tips for picking the best SRM for your organization:

• • 1. Wählen Sie eine Software für die Verwaltung von Stakeholdern und die Einbindung von Stakeholdern
    2. Wählen Sie eine Software, die die Zusammenarbeit im Team erleichtert  
    3. Entscheiden Sie sich für eine zukunftsorientierte Software, die den Input der Nutzer wertschätzt.
    4. Wählen Sie eine Software, die zur Risikobegrenzung beiträgt

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12. The best Stakeholder Relationship Management software (SRM)

Every benefit and feature we've mentioned in this blog is available in our comprehensive Stakeholder Relationship Management (SRM) software, Jambo, so it's a great place for you to start your SRM research.