It was great to see so many of you this past week at the Society for Marketing Professional Services national conference in Boston! Below is a summary of the four steps of the Relationship Development Process that were the backbone of my presentation “Marketing’s Role in the Relationship Development Process.”
Success in business starts with successful relationships. Because of this, the relationship development process is often the guide that is used to govern the marketing and business development roles in companies. As you look at these stages of the relationship development process note that marketing plays the pivotal role of effectively laying the foundation for relationships, while business development facilitates the initiation of those relationships.

The Relationship Development Process
Name Recognition – During the name recognition phase of the relationship development process a company or an individual goes from being an unknown, to being known. This foundation sets the groundwork for a relationship as others are at least aware that you or your company exists. Name recognition is one of the primary objectives of a strong marketing department and it often takes the form of advertising, promotions, mailers, and press. It is also handled in business development and sales when a new relationship starts. A common introduction when you meet someone new for the first time often builds name recognition: for example: “I’m John Adams with ABC company.” Note: I have found that if your company is an unknown, prior to initiating a new relationship, your chances of turning the relationship into a sale are reduced significantly.
Develop Understanding – During this part of the relationship development process, a company or individual goes from just being a name, to being recognized for how they fit into the world. This stage establishes a thorough understanding of your company, the services you provide, and how others see you in the industry. Most importantly, it is during this stage that others will learn how your company can be of benefit to another individual or company. This stage should be handled by marketing at the company level and business development at the relationship level. In marketing, this often takes the form of websites, brochures, newsletters, and articles. In business development, it often happens during conversation and should include how the individual fits into the corporate structure.
Interactive Communication – During this part of the relationship development process you must begin to engage at the human level. This is no longer about facts or information, it is about building a personal relationship. Because of this, business development should take the lead at this stage with minimal marketing support.
Solidify Relationship – Relationships are solidified when you engage in mutually beneficial action. When you call someone that you have solidified a relationship with, communication is easy and most of the time you will be able to quickly find direct and indirect topics of conversation. This stage should be headed by your business development staff in conjunction with your project management staff. Often, this is the point at which new work or projects are begun with your new client.
How are you doing?
Looking at this process, you can see the importance of both business development and marketing in the sales process. Take a moment to identify the areas that you need to strengthen in order to improve the effectiveness of your sales process. Is your marketing department truly laying a foundation with name recognition and developing understanding, or are they just producing glossy brochures? Is your business development staff regularly initiating interactive communication with important potential relationships, or have you yet to identify who is responsible for business development at your company? As you think about these questions, I hope you can see the steps you need to make to improve your sales process.
I knew very little about triathlons this past November when I added the words “complete a triathlon” to my list of goals for the 2010. I knew that triathlons are considered an “individual” sport and that they push your personal limits as you compete in three sports back to back. What I didn’t know was that to reach my goal of completing a tri I would need a great group of friends.
When I first started networking I clearly remember referring ten potential clients to a friend in my network. Several weeks later I received a phone call from him thanking me for one of the referrals, it hadn’t turned into a job, but he really appreciated that I was thinking of him. As we spoke I asked him about how things were going with the other nine referrals… he had no idea what I was talking about. As we spoke it turned out that two had become clients, a couple he was still waiting to hear back from, and a handful he had never heard from. I had learned my lesson: the people you are networking with need to know when you help them, and it is your responsibility to communicate it.