A companion product
CRI — the Customer Relationship Index.
An AI tool, deployed with or without an initial VOC, that produces a monthly score on the health of a single account. Twenty minutes a month from each stakeholder — and when the score moves, you find out before the customer does.
01
What it is
CRI — the Customer Relationship Index — is an AI subscription tool that produces a single, comparable monthly score on the health of one of your most important accounts. It draws on short pulse questionnaires completed by stakeholders on both sides of the relationship, internal and external, and turns them into a number the C-suite can actually use.
02
What it gives you
A monthly CRI score per account, broken down into the dimensions that drive it — ease of doing business, ownership, change confidence and strategic permission. You see where you are strong, where you are slipping, and where the next leak is forming, before the customer raises it.
03
Why it matters
Strategic relationships rarely fail loudly. They erode through effort, ambiguity and missed change windows. CRI gives leadership an early-warning system across the accounts that matter most — and a shared language to act on what it surfaces. When a score moves, you find out before the customer does.
How it works
01 · Subscribe per account
CRI is licensed to track one strategic account at a time. Most clients run it across their top three to ten relationships.
02 · Twenty minutes a month
Each selected stakeholder gives just twenty minutes a month — a short, structured pulse calibrated to your business and theirs. Low effort, high signal.
03 · Monthly CRI score
A single, comparable number broken down into ease, ownership, change confidence and strategic permission — delivered monthly to the C-suite.
04 · When a leak shows
If a score drops below threshold, In Pursuit comes in to run a focused Voice of the Customer programme — and investigate the leak before it widens.
The CRI quadrant
Every account, plotted against the only two axes that matter.
CRI maps each strategic relationship by ease of doing business and strategic permission. The quadrant a customer sits in tells the C-suite where to defend, where to invest, and where the next leak is forming.
- Strategic partner — high ease, high permission. Grow.
- Transactional — high ease, low permission. Earn the right.
- At risk — low ease, high permission. Fix the friction now.
- Drifting — low ease, low permission. Decide: invest or exit.
At risk
Strategic partner
Drifting
Transactional
Sample portfolio
Want CRI for your top accounts?
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