Welcome

Relationships drive business.
Interactions develop relationships!

But many critical customer interactions are hidden.
Systems bury cross-functional interactions across your enterprise.
Some interactions are never captured at all!

Unless you integrate the customer experience
and quantify your relationships,
you are wasting your B2B relationship power.

And you are flying blind. Why Fly Blind?

Customer Relationship Intelligence

CRI Framework Services

Three Customer Relationship Intelligence (CRI) Framework virtual services can help right now as we navigate the pandemic crisis:

First, quantify value creation in critical interaction processes with our Value Creation Mapping (VCM) online workshop. You are likely seeing big-time which processes are critical in this crisis.

Operationalize Voice of the Customer. Take what customers have told you in the past and what they tell you now to the next operational level with Value Creation Mapping. Listen to what they SAY and DO…

• Net Promoter Score (NPS) and Customer Satisfaction (CSat) Surveys
• Customer Effort Surveys
• Call Center Records
• Customer Journey Maps
• Social Media
• 1-on-1 Executive Interviews

Quantify your relationships with your customers across the customer lifecycle. Companies that thrive and excel at value creation — no matter the economic conditions — quantify and optimize their customers’ value, while paying attention to profit. It’s fundamental; proactively create value and execute strategy.

Developing relationship value is a collaborative process—a give and take of interactions—between the prospect or customer and the company’s (seller’s) processes and the company’s frontline staff that moves a relationship forward or backward. Both sides need to be accounted for. When both are known the company has competitive advantage. The unknowns mean risk to value.

For more Be In Touch. Ask for our CRI Value Creation Mapping Overview.

Second, focus on existing customers with our CRI Baseline Analysis of historical data. Then, you’ll be able to focus precious resources on profitable customers. We may be in this recovery for a while. There is no time to waste.

Make sure you–and the customers you will want to help and to keep–come out the other side strong. After the analysis of historical data confirm what is happening with your customers now with 1-on-1 executive interviews done by an independent party like Religence. The money is in retention and always has been.

Prepare to verify profitable behavior in real time for huge gains as the economy recovers. Then you’ll especially want to have our CRI technology SaaS/machine learning solution for B2B Enterprise operational.

Start with our Trust Your Gut Online Workshop to document relevant team experience as well as glean what their gut tells them to DO differently in the recovery going forward.

You know in your gut how profitable B2B customers behave.
Trust your gut but verify with relevant intelligence.

Welcome to a simple, mathematically elegant solution that quantifies
intuition to track relevant interactions.

With our Customer Relationship Intelligence (CRI) technology solution and its Customer Relationship Value (CRV) Score—

Verify profitable behavior in real time for huge gains…

Profitable customers behave differently. They buy value. They want a relationship—even more so in times like these. You can see the difference in relationship patterns. You can, that is, if you embrace our digitally transformed future!

Real-Time KPI for High-Value Enterprise B2B Business Success.

Acquisition:

• Predict longer, stronger, more profitable business relationships.
• Avoid targeting or making sales you shouldn’t.
• Acquire customers that you will want to keep.
• Add profitable revenue faster.

Retention:

• Know which relationships are at risk before it is too late.
• Predict churn.
• Cut attrition rate of customers you shouldn’t have lost.
• Prepare profitable customers for Up-Sell / Cross-Sell.
• Repeat success.

Cost to Engage:

• Recognize variable Interaction Costs throughout the customer lifecycle instead of burying variable costs in fixed expenses.
• Know the real cost of customers who are a drag on profit.
• Focus your resources where the payoff is greatest.

Relevant, Actionable Intelligence to focus on PROFITABLE BEHAVIOR for huge gains.

For more visit www.CRVtech.com. CRVtech is a dba of Religence. Even better, Be In Touch. Ask for our CRVtech Info Sheet and a CRI Value presentation.

Third, score your value creation readiness with our Align for Success Assessment. We will get back to a new normal. How do you want that to look like for your company? Now’s your chance to fix what you’ve wanted to fix all along.

How customer-focused are you? How engaged is your team?

What strengths can you leverage, what weaknesses do you need to shore up to optimize customer value—for you and your customers? What actions can you take to improve the customer experience?

How well are you aligned for success? 

Get a reality check. Be In Touch. Ask for our FREE Alignment Readiness Quiz—15 questions that will gauge how much you should focus on this.

It’s a given that you are likely to need to up your game in digital transformation, but there is much more to be done to optimize customer value.

Why Religence? Why now?

INCREDIBLE RESULTS… helping B2B companies through the throes of massive change like we have now

Economic Downturns,
Regulatory Upheaval,
Emergence of Environmental Consciousness, and
Now Digital Transformation in the Relationship Age.

• In the 80s economic downturn we helped a multibillion-dollar captive semiconductor manufacturer enter the public marketplace and grow that part of the business from zero revenue to over a billion dollars worldwide in ten years.
• In the 90s economic downturn we helped redefine the environmental industry to include our engineering client’s services and helped them double their business in three years.
• In the 00s we helped turn an insurance company around from years of shrinking market share prior to the Great Recession, to growing by 80% during the recession!

Incredible results happen when

• Management is involved,
• Marketing and sales work together,
• Customers are segmented by profitability,
• The most profitable customers are listened to and the offer is positioned to appeal to them and retain them,
• Differentiated service and pricing rules are lived by.

Proven Innovative Team

Innovation is part of our DNA. Methods our team has pioneered over the last couple of decades are now recognized as critically important today in valuing intangibles and bringing a customer focus to marketing, operations, and finance. Some key ones:

• Listening to customers with in-depth, 1-on-1 Voice of the Customer executive interviews so that our clients make winning promises to their customers and successfully deliver on those promises.
• Segmenting customers for profitability and developing business rules for profitable, differentiated service delivery with our profit matrix.
• Mapping how value is created for customers and aligning organizations to deliver it profitably.

We’re not resting on our laurels. We’ve built on these proven methods we pioneered and others for Customer Relationship Intelligence in our CRI Framework. In the framework, we have built a body of knowledge to help companies take the next steps–and the ones after that–on the path to profiting from a customer focus through the throes of massive change.

Click here for more about us:

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Religence Company Profile

Recognition:

CRI Book: The acclaimed book Customer Relationship Intelligence describes the patented measurement method and breakthrough framework for real-time, relevant, actionable intelligence about relationships, tied to profit.

Global Exposure: “Measure Management 2.0 with CRI” ranked in top 2% out of 1230+ pioneering ideas (or Hacks) on the Management Innovation Exchange with close to 1700 Likes.