Win with powerful customer relationships

Customers are essential for growth, and every experience they have has the potential to make or break a relationship. In today’s competitive, digital age clarity about what you mean to customers, and knowing where to invest are crucial for success.

relationshipTRI*M helps you understand your customers’ needs throughout the customer journey, showing how you are positioned against competitors, which moments matter most, and where to focus investment. In partnership with Qualtrics, we empower your decision making with fast access to the insights you need to drive growth in a user-friendly dashboard, and the ability to understand specific customer segments.

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?

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

How we’ve helped our clients

Drive customer spend through improved service

Customer Experience, TRI*M, Automotive

The issue

An automotive manufacturer 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 Experience, TRI*M, Technology

The issue

A leader in telecommunications network equipment and services 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.