KEY ACCOUNT RELATIONSHIPS
• BUILD CONSTRUCTIVE BUSINESS RELATIONSHIPS NOT CONSTANT BATTLES
• IDENTIFY AND FIX ISSUES BEFORE THEY BECOME DEAL BREAKERS
• INCREASE RATES OF CONTRACT RENEWAL
• BUILD TRUST AND A POSITIVE REPUTATION WITH CUSTOMERS
High value projects and long-term contracts bring with them both opportunity and inherent risk.
If you are a customer needing better interlocks and performance from your key supplier, or if you are a supplier needing to protect, build or develop a key customer account, then our PROMIS® offering is for you.
RE-SETTING THE BASELINE
Driven by Expectations Theory, PROMIS® establishes exactly what the customer expects in an ideal customer experience.
Our proprietary methods overcome the challenge that gathering customer expectations involves more than asking the customer “what do you want from us?” We know that when most companies attempt to ask this question of the customer, the answer is largely functional or negotiational and misses important areas that build effective working relationships and ultimately……loyalty. This is especially true of high value B2B relationships where there are often misaligned multiple stakeholders involved.
Many companies already carry out B2B customer surveys, contract reviews and other performance reviews. In most cases however, these mechanisms only reveal the ‘crisis of the day’ or ‘you are doing OK’ feedback on specific areas you have surveyed, such as the service level agreements.
Promising Outcomes uses a unique 3 point measurement system to assess supplier performance that reveals the exact extent to which the customers’ expectations are being met.
REVEALING CLEAR DIRECTION
Our insights pack uses powerful user friendly visuals to display what is most important to the customer, current performance and more importantly, WHAT, WHERE, WHEN and HOW to act for biggest benefit. This insight allows both supplier and customer teams to stay current with shifting trends and allows them to manage performance accordingly – extremely valuable if the desire is to stay ahead and in partnership with each other.
ACTION WITH TRACTION
In the case of B2B customer and supplier relationships, finding the right corrective or improvement solutions can be challenging, given the politics and stakeholders at play. Our consultants workshop the research results with you, helping you create meaningful actions that build trust and traction. We combine the key levers of customer collaboration, creativity and change facilitation to unearth root causes and underlying issues, whilst building fixes, opportunities and win/win relationships.
We then help you run 30/60/90 day action review calls, helping you to identify and tackle issues that are hijacking your progress. We also coach you on change, team, political or process issues that often surface and help keep you on course for success.
Detecting early erosion in a business relationship, identifying pain-points, enhancing setback management, and improving communication can counter most pitfalls.
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