Key Relationship Dynamics
 

- Greater share of wallet	- Shared risk
- Sustained margins	- Enthusiastic recommendation to others

These are just some of the business benefits of gaining real, objective insight into the evolving dynamics of key relationships.

Our Key Relationship Dynamics assignments produce concrete recommendations to increase Customer and/or Partner Value as well as metrics and statistical analyses to help monitor progress over time.

When a business derives the lion’s share of its turnover from a small number of key accounts the relatively small investment in an independent analysis of the strengths and weaknesses of those relationships can pay huge dividends.

These key accounts are not served well by standard Customer Satisfaction Survey processes which rarely do justice to the scale of the contracts or reflect the complexity of the relationships.

In many cases such large customers/partners have dedicated account management teams and the assumption is made that any improvements needed would be voiced to the account manager.

All too often the term “account manager” really means “dedicated sales person”. Where excellent account managers do exist, their voices are often not heard by top management. Where they are more overtly sales orientated they tend to over simplify relationships and elevate the importance of price as a satisfier / dissatisfier.

However good the relationship between the account manager and customer is, when they talk directly there is a negotiating position to be upheld and neither will be completely open – ever.

By interviewing in depth a cross section of decision makers (including senior management), decision influencers and users we are able to reveal the true dynamics of the relationship.