2. Dilemma:
Information Age
morphing into
Relationship Age,
business processes stuck in
Industrial Age!
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3. Relationship Age
Opportunities
Transform the Enterprise…
operationalize Social Business.
Make sense of the data -- measure
what matters for business results.
Get closer to customers. Innovate.
CRI can help YOU lead this BIG change.
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5. Stakeholder Value Creation
Social CRI
Customers / Employees / Influencers /
Prospects / Partners / Interested
Suspects Suppliers Parties
6. Unifying CRI Framework
Consistent Metrics, and Deliberate, Systematic Process
From Communities to the Enterprise
e-CRI
CRI
Segments YouTube
Twitter
Social CRI Facebook
LinkedIn Communities
Pinterest
Google+ Social Media
Wild, Wild West Rules
7. Social Business Shifts the Focus from:
Company & Product to Customers
RISK to ADVANTAGE
Backward Looking Forward Looking
Innovation to Meet Customer’s Real-Time Expectations
Measure with our Patented Relationship Development Process for
Real-Time Operational CRI:
• Manage looking forward with Relationship Value,
a leading indicator for profit.
• Decide based on Variable Interaction Costs tied to
individual customers instead of allocation or headcount.
• Rely on what individual people actually DO (Interactions)
not on aggregated trends (what people SAY they’ll do).
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9. Real-Time Operational Control for
Frontline Staff and Managers:
Results Based on Real-Time Operational Data:
• What is happening right now with individual
customers? At what cost? For what effect?
• How does the customer experience
Real-Time
compare to previous successful patterns? Dynamic Patterns
• What is best to do next to develop the
customer relationship?
• What is the most profitable action to take? Real-Time
Decisions
• How well is this strategy working
in real time?
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10. Strategic Operational Control for
Executives:
Results Based on Real-Time Operational Data Tied to Individual
Contacts and Real-Time Profit:
• Where are you making more money?
• Are you growing high-value customers?
• Are Communities making a difference?
• How well are you driving profit and satisfaction?
• How can you achieve sustainable
competitive advantage? Real-Time
Dynamic
• How can you repeat Patterns
Real-Time
success? Decisions $
• Where should you focus next? Real-Time
Profit Results
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12. ™
RV-Q Pilots: Is RV a Leading Indicator?
Is Your Next New Thing, the Right New Thing?
Step One: Gather product and process innovation ideas from top priority
customers using Enterprise Feedback Management Tools. Identify lead users as
well as other internal and external key players.
Step Two: Develop pro forma high-level Customer Relationship Process model
of ~ 100 major Interactions and some 30 associated Voice of the Customer
Interactions. Determine what data is available to support it.
Step Three: Identify critical process gaps. Map the customer experience to
understand Customer Value. Innovate incremental and breakthrough change.
Step Four: Configure the pro forma model’s major Interactions with Relationship
Value and Variable Interaction Costs. Correlate to actual historical Interaction
Record of customers. Demonstrate the efficacy of RV as a leading indicator.
Step Five: Track RV-Q and what people DO going forward with a Social CRI
CRI (Customer Relationship Intelligence) Tracking System. Facilitate a new,
breakthrough Innovation Community with lead users/ key players at its core.
Open new relationships with existing customers. Open new customer segments.
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14. Will Marketing Lead?
RV-Q Pilot Project:
A quick way to compete on relationships. Strategic, operational
guidance for executives while back-testing to validate
Relationship Value as a leading indicator for profit and satisfaction.
RV-Q Innovation Initiatives:
Take a customer point of view for Relationship Age Innovation.
Map and track the customer experience to compete on relationships.
Operational CRI Retention Initiative:
Compete on unique relationships, tied to profit. Start with Retention
where the MONEY is. Collaborate with Sales/ Service/ Finance to
leverage Stakeholder Community relationships for growth.
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15. Executive Briefings and Workshops
1. Start CRI with Retention: The MONEY Is in Retention
2. Social CRI: A Community Approach to Win
in the Social Media Wild, Wild West
3. Stakeholder Communities: A New Source of POWER and Innovation
4. Measure Social Business with CRI: for Real-Time Management/
Operational Control/ Profit
5. Measure Strategy Execution with CRI: to Compete on Relationships
6. Measure Value Creation with CRI: for Long-Term Success
7. Anticipate What Customers Experience: with Value Creation Mapping
8. The Missing Metric: Relationship Value Breakthrough
9. CRI: Customer Fundamentals to Thrive Anytime