Summary

Customers are essential for growth. Every experience has the potential to make or break a relationship. In today’s complex world, it is harder than ever to build lasting and profitable customer relationships. Brands need to define the customer experience they want to provide for their customers. And how they want to stand out from the crowd.

Kantar’s strategic customer relationship tool, TRI*M, complements Medallia transactional CX programmes. It explores the customer journey across all touchpoints and understands the moments that matter most to your customers. And it shows you how to excel in those moments. By understanding your competitive positioning, and where to focus investments, it is an essential tool for developing and evolving your customer strategy.

What’s Included:
Best-practice survey template covering the whole customer journey across touchpoints
Validated metrics with a proven link to future customer behavior to assess the potential of your customer relationships
Advanced driver analysis to identify what matters most to customers and how to excel in those moments
Detailed competitive risk assessment to identify threats and opportunities
Gap analysis to identify how to align brand promise and CX delivery
Easy to use and actionable dashboards on your Medallia platform that help you uncover critical insights in real-time and segment by customer group, demographic, or other pre-defined CRM variables
Professional project management and actionable direction from world leaders in customer experience with over 30 years of experience