TNS Infratest

TRI* M ^TM

TRI*M™ - the way to improve Stakeholder Management

Good, strong customer retention, achieved and developed through employee commitment and identification with their own company, relationships with suppliers, financial service providers, shareholders and other such stakeholders, is a decisive factor for market success. The best customers are those which you gain and retain, and not those which first need to be found.

While TRI*M™ can be used as a holistic system, measuring and managing all dimensions of Stakeholder Management in a comparable way ('Balanced Scorecard'), it can equally be focused on a single dimension. Such specific elements include:

• Customer Retention (Satisfaction and Loyalty)
• Employee Commitment (Satisfaction, Motivation, Engagement)
• Shareholder Confidence (Trust, Intensity of Involvement)
• Internal Service Quality (Satisfaction, Value)
• Management Evaluation (Satisfaction, Effectiveness)
• Supplier Advantage (Satisfaction, Value)
• Public (Awareness, Image, Trust)
• Mergers & Acquisitions (Trust, Effectiveness)

Customer Retention

Customer retention - e.g.- has three aims:

• to improve the level and duration of retention of customers 
• to widen the client base through word-of-mouth advertising by satisfied customers
• to increase the profitability of individual customer relationships

Stakeholder management - managing the relationships with all groups interested in a company - gives businesses the best opportunity to stand out from their competitors and maximise company success.

TRI*M™ is the name of the customer retention system introduced to the market in the early 1990s by TNS Infratest. Today it is being very successfully employed as a continuous monitoring instrument by more than 500 clients throughout the world. TNS Infratest has continued developing TRI*M™ to produce an integrated system, which provides businesses in every field with support in terms of the introduction, design and implementation of stakeholder management.

What is TRI*M?

TRI*M™ - one of the most successful and professional customer retention systems in the world - uses the TRI*M™ Index to give a single numerical quality rating for customer retention within a company, or various business sectors or branches. Tracking developments across a period of time provides a business with information on the impact of corporate policies and shows if they need to be changed.

TRI*M™ consists of three modules: 

• Measuring: You can only manage it, if you measure it.
• Managing: Measuring without subsequent managing ultimately has no effect. Management, that lacks a sound factual basis, is highly liable to error.
• Monitoring: Action and effect must be constantly monitored to ensure the long-term success of a business

The TRI*M™ Grid - "the moment of truth" - uses a single diagram to inform a company of what retains customers and where even better customer retention could be achieved. In particular, it illustrates which quality elements promote customer retention within a company - therefore highlighting the elements the company needs to concentrate on - as well as showing the areas which require action.

The TRI*M™ Actiogram uses customer assessments to help you to develop measures that change business processes.

The TRI*M™ Strengths and Weaknesses Profile provides a comparison with the competition - be that a comparison with the toughest or the best of all competitors. It also shows in the overview of the competition the ideal position to be in (international benchmarking).

What are TRI*M's aims?

TRI*M™ aims to:

• Help the company retain its various stakeholder groups
• Utilise the various stakeholder groups' recommendations
• And to concentrate all efforts on those quality elements, that influence the relationships with the stakeholders

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