Relationship Metrics

Measuring results is the cornerstone of accountability.  In order to evaluate relationships and relationship improvement and growth based on relevant data—and make a case for continuing the investment—the firm must be able to make the intangible tangible, injecting hard numbers into historically soft, social science.

To that end, Ferrazzi Greenlight offers a unique, comprehensive database that tracks the relationship health and performance of a client over time.  The standards for each metric are carefully determined to be transparently tested for accuracy.  We begin by determining the most visible and engaging interface for data collection and distribution, as well as long-term plans for sustained reporting.  We then build a comprehensive relationship metrics database to track relationship health and performance.

The database measures results in three categories: a) Did we conduct the personal relational activity we said we would conduct?  Typically this is manifested as an index of engagement. b) Is it having a positive effect on the state of our target relationships?  We call this a Relationship Quality Index, where we measure the quality of individual relationships, as well as the aggregate value of the account. c) Is the improved relational state correlating to desired business outcomes?  Depending on data availability and the type of business, these range dramatically, but can typically include: 

1.      Revenue from New Product Areas

2.      Number of Service Offerings Delivered

3.      Addressable Market Share

4.      Revenue Distribution and Diversity

5.      Customer Satisfaction