Decoding customer relationships


At the heart of every customer relationship is a unique Customer Code. It holds the key to identifying and matching up what customers expect from you with what delivers truly profitable growth for your business.

TRI*M is our unique approach to cracking the Customer Code. It will help you to understand which experiences matter most to your customers – and which therefore matter most to your business. By revealing what’s critical and what’s not, understanding your Customer Code will help you to create stronger customer loyalty and drive profitable growth.

Questions that TRI*M can answer:

  • How strong are my customer relationships?
  • How can I make sure my investment in customer experience is rewarded with loyalty and preference?
  • How much of my business is at risk, and where would it go to?
  • Which aspects of competitive offerings are attracting customers?
  • How good is my company’s performance on specific customer services and customer touchpoints?
  • What has the greatest impact on my relationships and where should we focus resources?

Drive customer spend through improved service

Customer Strategies, TRI*M, Automotive

The challenge

An automotive manufacturer sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

The insights

Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.

The impact

Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.

Fight churn through customer centricity

Customer Strategies, TRI*M, Technology

The issue

A leader in telecommunications network equipment and services was losing revenue and customers from an important B2B segment. The business had limited budget to address the issue, putting its growth strategy at risk.

Our approach

A TRI*M survey assessed key drivers for relationship strength. Mirror analysis compared customers’ service experience with employees’ perception of their performance.

The insights

Customer retention levels were low - much lower than the competition and among the bottom third of the TRI*M database. Results showed an urgent need to clarify the responsibilities of sales and project management. Employees overestimated their performance and underestimated the need to deliver better customer service.

The impact

Delivery improvements at key customer touchpoints generated an estimated value to the business of over €35 million through significant churn reduction, increased average spend and customer advocacy.

Key benefits of using TRI*M:

  • Complete, future-focused view of customer relationships and the competitive context
  • Clear guidance on return on investment, budget and resource allocation and organisational effectiveness
  • Incorporates the latest behavioural economics thinking on how customers make decisions
  • Efficient, proven and validated KPI that links to transactional programmes and supports CEM incentive plans
  • Network of over 800 experts in 80 countries and the world’s largest database (19,000+ surveys across all industries and regions)

TRI*M is part of our Customer Complete portfolio