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| trg | iSky RIM |
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| trg | iSKY’s Relationship Investment™ Model (RIM) defines meaningful connections between firms’ actions, customers’ relationships, and profitable customer behaviors. It is a system that empowers different segments of an organization to make better strategic and tactical decisions and provides forecasting models to support improvement initiatives. |
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| Relationship Investment Defined: The Relationship in Full |
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Customers’ relationships with a brand begin with satisfaction, but that is only the beginning. Relationship Investment™ defines the strength and nature of customer relationships, and also implies a durable motivation to act in profitable ways toward your brand. RIM guides you through the sources and benefits of enduring customer relationships and is based on an understanding of the processes and connections that transform performance satisfaction into investment in the relationship.
RIM yields a single measure of relationships strength, and is, in fact, a better predictor of profitable customer behavior than any commonly used single score. However, the key to understanding, predicting, and influencing customer behaviors is not fewer measures; it is measuring the right things and knowing what to do with them. With RIM full value is realized in understanding the important constructs from which it derives, and pointing you toward investments that create and strengthen profitable relationships. |
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| Using RIM to Manage Relationships |
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RIM gives you the information you need to understand current customer relationship, diagnose specific actions and outcomes that created those relationships, and make changes to improve customer relationships and increase customer relationship strength.
Customers’ motivations and requirements, and even their value to your company depend on their relationships with you. Customer relationships also go a long way toward defining your position against competitors. RIM provides detailed profiles of your customers based on the strength and nature of their relationships. Overall relationship strength indicates the magnitude of customer relationships and the personal and functional nature of relationships allows segmentation into relationship type.
This combination of relationship strength and nature provides a powerful indicator of customers’ propensities to act in a number of different ways. For instance strong personal relationships often result in a willingness to pay more, while strong functional relationships indicate an increased purchase frequency. |
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| Brand’s Customer Relationship Map |
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| A unified and seamless application interface minimizes the incidence of errors caused by missing or misplaced information, and enables dynamic programme management. The corresponding rise in productivity and performance positively impacts agent job satisfaction and simultaneously reduces attrition at your organization. |
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Brand’s Customer Relationship Map
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| Individual customer and segment profitability can be scored and mapped, and if other firms’ customers are sampled, RIM provides a competitive relationship picture, showing where each brands’ customers reside on the relationship map.
Individual customer and segment profitability can be scored and mapped, and if other firms’ customers are sampled, RIM provides a competitive relationship picture, showing where each brands’ customers reside on the relationship map. |
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Industry Map of Brands’ Customer Relationships
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| Perhaps the most powerful feature of RIM is the ability to develop relationship diagnostics. For instance, if customers are not satisfied, or if they are, but are not developing personal connections with the brand, RIM diagnoses the root causes. It tells the brand what to fix in order to promote strong relationships and isolates the impact of each investment. |
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| Relationship Investment: Redefining Customer Loyalty |
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| trg | iSky RIM steps in where other decision-making metrics have failed, by providing firms what they need to develop meaningful, fully invested customer relationships, then track the impact of relationship strength on the bottom line. RIM subsumes measures of satisfaction and likelihood to recommend, and does what they simply cannot, tell you what really motivates customers to be profitable relationship partners. |
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