TRI*M for Customer Retention - TNS Canada

Strong customer relationships define thewinners in today’s global economyTRI*M TM for Customer RetentionThe TRI*M Stakeholder Management approachprovides your organisation with the informationit needs to focus resources on the areas thatwill help improve your bottom line.It answers critical questions, including:What are the decisive factors for customers and whatwill retain them?What are the critical customer touch-points?What is the composition of your customer base?How can value be added continuously so you canensure market leadership?What drives customers to stay or move to thecompetition?TRI*M zeroes in on the actions necessary to managerelationships profitably and increase the businessperformance of a company by optimising its processes.It provides the market intelligence you need tostrategically allocate resources and monitor theperformance of your business units.TRI*M's deliverablesThe TRI*M Index is a single number score that measuresthe level of customer retention, is stable over time,sensitive and highly predictive. As such, top managementtypically use it as the key performance indicator forcustomer satisfaction and loyalty. In addition, it allowsfor internal and external benchmarking, across countries,cultures, and even industries. TRI*M can draw upondata gathered from more than 6,000 studies and over 10million interviews which is also a powerful tool forsetting performance targets.The TRI*M Typology of Customer Experiences is aunique approach for describing your customer base andshows four relationship types for the different customerexperiences:Do you have enough Apostles who will help yourcompany to recruit new customers?Or are they Hostages - only loyal due to barriers in themarket or bound by contracts?Perhaps they are Mercenaries - always looking for thebest deal?Or at worst are they Terrorists - spreading negativeword of mouth and making it difficult for you to winnew business?

The TRI*M Grid provides management with actionableadvice, by showing strengths and weaknesses and theirinfluence on customer retention at a glance. Customers'evaluation of a company's performance on each qualityelement and its position in the TRI*M Grid showswhere a company needs to act in order to increasecompany success by improving stakeholder relationshipsand/or identifying potential savers.It identifies product and service dimensions that are:Motivators - keys to keeping your customersHidden opportunities - for differentiation anddeveloping future competitive advantagesHygienics - ‘must haves’ from the customerperspectiveAreas of potential or savings where the lifecycle ofquality elements is concernedTRI*M GridTRI*M Index 71The TRI*M Competitive Analysis enables companies todevelop a strategy by better understanding thedifferentiating elements in the marketplace. Comparingthe company’s individual strengths and weaknesses tocompetitors’ performances helps you focus on your ownunique selling points.The TRI*M-Conversion Model adds the personalcustomer commitment towards the brand to the businessperformance of the company. In this way theperformance-driven customer retention managementsystem is enhanced by brand driven and emotionalfactors. The aim of the TRI*M-Conversion Modelsegmentation is to recognise how many customers areactually at risk of defecting from the relationship with thecompany and to quantify those customers who are deeplycommitted to the company.Moreover, the TRI*M-Conversion Model identifieswhich competitor brands are attractive to theuncommitted customers of the company - so attractive infact, that these customers are thinking of switching tothem.The TRI*M Actiogram is a systematic and organisedapproach for improving business processes, the productand services portfolio and loyalty programmes through aseries of workshops. They can help identify and prioritisecauses and provide possible actions to the managementteam.A01A02A03A04A05A06A07A08A09A10A11A12Competence of StaffFriendliness of StaffInformation MaterialPlanning and ConsultingProduct QualityDelivery TimesPre Sales ServiceAfter Sales ServicePrice Performance RatioInvoicingComplaint HandlingResponsiveness of Sales ForceAbout TNSTNS is a leading global provider of market information.We collect, analyse and interpret information to help ourclients better understand the needs and wants of theircustomers. We provide research, advice and insight onmarket segmentation, advertising and communications,new product development, brand performance andstakeholder management. We are also one of the leadingproviders of social and political polling.From our global network, which spans 70 countries, weprovide local expertise and knowledge, together withinternationally consistent information and analysis tomulti-national organisations.TNS is listed on the London Stock Exchange (TNN).For further information, please contact your usual TNSrepresentative or email us at the address below.Email: trim@tns-global.comwww.tns-global.com/trimTNS is a trade mark of Taylor Nelson Sofres plc