Hello. This is ERM.

What we do.3 October, 2009

Use digital to build business relationships

A B2B relationship is a dynamic link between at least two parties operatingwithin a given industry and expecting mutual benefits from each other...the quality and nature of the relationship depends on the quality of the interaction process.

(Zineldin, 1995).

Improving service delivers value

Recently completed research with Cambridge University shows that:

Relationships are at the core of B2B (Cambridge University)

Service is the strongest contributor to relationships (McKinsey : near 50% of purchase decisions rely on the quality of the interaction)

Digital tools & techniques are strongest contributor to service management. (McKinsey)

What is Enterprise Relationship Management®?

ERM provides a way for clients to connect organisational strengths with customer needs and create mutual value on a long term basis.

It uses digital techniques to create loyalty

It is a proprietary technique which maps relationships

The outcome is service improvements in the digital environment, connecting the powerful technology infrastructure which has been laid down over the past 5 – 10 years with the personal interactions which continue to drive business relationships.

It will be relevant to buyers in marketing but also to senior operational roles such as Commercial Director, Customer Service Director, Projects Director.