Our PROMIS service for major accounts measures performance against expectations of an individual relationship between a business customer and its supplier.
PROMIS works through a series of workshops to facilitate the creation of an action plan to bring the performance of the supplier into line with that specific customer’s expectations.
And it’s vital. After all, Forum Corporation research estimates that 70% of customers who leave a vendor do so because of something that has gone wrong in the vendor-customer relationship.
The first act is to engage the customer in a completely customised workshop to identify their expectations of the supplier. This simple act helps deepen the relationship.
Once the supplier has a deep understanding of their expectations, PROMIS follows through with a programme to monitor the supplier team’s performance against the customer’s expectations and a process for continually improving performance in the areas which matter most to the relationship. Some companies place the expectations as part of the supplier contract.
PROMIS is easy to implement, requires little time commitment from both parties and encourages non-threatening feedback. It gets past the purely commercial considerations and coming in to sort out a problem, to a point where cross-team, cross-project and multi-level performance can be monitored and improved in real time. These improvements, if desired, can be linked to organisational systems such as performance management, compensation, awards and recognition. More information may be found at www.promis-it.com where each client has a password controlled area to show progress against expectations.