3.0 Stakeholder and Customer Focus
Objective: Identify and segment stakeholders and customers; determine their requirements, expectations and preferences for each; build relationships; and determine satisfaction.
3.1 Stakeholder Engagement (Existing and Potential)
3.1 (a) Stakeholder Requirements and Expectations
The SBDC understands the requirements and expectations of its key stakeholders and any new stakeholders.
Describe key stakeholders and any potential stakeholders the network is pursuing. Show how approaches vary by stakeholder segments as appropriate.
Describe how the SBDC:
- Determines their key stakeholder (*)
- Listens to and interacts with stakeholders to understand how the SBDC aligns with their need
- Listens and responds to feedback from key stakeholders (*)
- Communicates the value the SBDC brings to all stakeholders and meets their
- Evaluates the approaches used to understand stakeholder needs and improve them.
3.1 (b) Stakeholder Relationships and Satisfaction
The SBDC obtains information on key stakeholder satisfaction, dissatisfaction and engagement.
Describe how the SBDC:
- Builds relationships with existing stakeholders and acquires new stakeholders as appropriate. (*)
- Listens to and obtains feedback from stakeholders
- Assesses, analyzes, and responds to stakeholders’ satisfaction and/or
- Captures actionable information for use in meeting or exceeding stakeholders’ expe
- Assesses their methods to understand the satisfaction level of their stakeholders to improve them.
3.2 Customer Engagement (Existing and Potential)
3.2 (a) Customer Requirements and Expectations
The SBDC demonstrates how it defines and analyzes the requirements, expectations, and preferences of customer segments and potential segments.
- The customer segments the SBDC currently serves and any potential segments being
- How the requirements and expectations are determined for each customer segment (existing and potential) and how the products and services provided meet their expe
- Evaluates the approaches used to understand customer needs and improve them.
3.2 (b) Customer Relationships and Satisfaction
The SBDC obtains information on customer satisfaction, dissatisfaction and engagement.
Describe how the SBDC (*):
- Builds relationships with existing customers and acquires new
- Listens to and obtains feedback from
- Assesses, analyzes and responds to actionable customer feedback to continuously improve relationships with and satisfaction of customers.
- Captures actionable information for use in meeting or exceeding customers’ expe
- Assesses their methods to understand the satisfaction level of their customers to improve them.
3.3 Marketing and Branding
The SBDC has a clear integration of its marketing strategy and image that conveys the
SBDC as a cohesive network that is part of the national SBDC program.
- The brand and the strategy for marketing the
- How a separate and identifiable logo is used consistently throughout the network on all information, materials and signage to convey it is a cohesive SBDC network.
How the SBDC network acknowledges it is a member or an accredited member of the ASBDC through the use of the “America’s SBDC” logo or accreditation badge.