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Meeting needs

The Needs & Performance Audit (N&P) has been specifically designed and refined to arm a service provider with competitive intelligence on the relatively few major clients which determine the success, or otherwise, of the enterprise.

For senior management- how to deliver ahead of expectations where it really counts and establish/maintain an edge vs. other providers which will inevitably service these pivotal clients?

For account/project management - what are the detailed client priorities, now and into the future? What needs doing, and in which order?

Proven process

• In-depth interviews conducted either face-to-face (ideally) or by telephone.
• Flexible question set, based around proven content and ordering.
• Qualitative core to information collected, permitting focus upon client-led discussion, topics, language and priorities.
• Quantitative summary of client feedback, expressed in the form of 'Drivers' and 'Blockers', again reflecting their agenda.
• Information gathered and analysed by RAM's highly experienced relationship management experts.

Multiple benefits

• Clear focus on letting the clients talk, gently but logically steered by RAM's skilled interviewers.
• Questions which explore the recent past and the present but which also encourage feedback on future needs and priorities.
• Opportunity to tailor the question set, affording maximum benefit from the process.
• Range of reporting options from succinct management tools to more detailed 'at the coalface' guidance.
• Quantitative information can be readily used to monitor progress year-on-year and benchmark performance as appropriate.
• As a result, the KALA delivers 'actionable intelligence', often in the form of business building opportunities, always providing a powerful basis for effective action plans.
• Finally, this process sends a signal to clients that a service provider values their opinions, and is prepared to invest in developing its business with them.

Distinctive output

• RAM's powerful Importance and Performance metrics, identifying how the service provider is delivering against the clients' defined 'Drivers' and 'Blockers'. Each 'Driver' and 'Blocker' is scored out of seven for Importance and Performance, and then these numbers can be compared.
• RAM's proprietary ranking system for indicating the order in which 'Drivers' and 'Blockers' need addressing.
• In combination, these visuals provide a vivid and colourful management tool.