Decoding customer relationships

 

relationshipTRI*M

Customers are the most important asset for any business. The experience you give them can create powerful relationships that drive growth and profitability.

relationshipTRI*M is our exclusive approach to help you understand which moments matter most to your customers. It identifies and matches up what customers expect from you with what delivers truly profitable growth for your business.


Questions that relationshipTRI*M can answer:

How strong are my customer relationships?

Which moments and touchpoints are crucial in building customer relationships?

How strongly (and why) are my customers attracted to competitors?

What influence does my customers’ experience have on their future behaviour?

 

How we’ve helped our clients

Drive customer spend through improved service

Customer Strategies, TRI*M, Automotive

The issue

An automotive manufacturer in Germany sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

The insights

Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.

The impact

Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.

Fight churn through customer centricity

Customer Strategies, TRI*M, Technology

The issue

A leader in telecommunications network equipment and services in Germany was losing revenue and customers from an important B2B segment. The business had limited budget to address the issue, putting its growth strategy at risk.

Our approach

A TRI*M survey assessed key drivers for relationship strength. Mirror analysis compared customers’ service experience with employees’ perception of their performance.

The insights

Customer retention levels were low - much lower than the competition and among the bottom third of the TRI*M database. Results showed an urgent need to clarify the responsibilities of sales and project management. Employees overestimated their performance and underestimated the need to deliver better customer service.

The impact

Delivery improvements at key customer touchpoints generated an estimated value to the business of over €35 million through significant churn reduction, increased average spend and customer advocacy.

Key benefits of using relationshipTRI*M:

Helps you understand and manage all important moments of your customer experiences

Takes into account the specific context in which your customers make decisions

Pinpoints exactly where you need to focus investment to drive customer relationship strength and business performance
Helps transform the way you treat your customers



TRI*M is part of our Customer Strategies portfolio