The Successful Partnering� Process

Creates A Significant ROI in CRM, PRM and ERM Areas

CRM relates to the paying client, PRM refers to your business partner, and ERM is concerned with your employee. If you ask each of the following people the secret to their huge success in creating the following significant ROI�s (Return On Investment) of their time and resources, they would point to their Six Sigma Relationships.

They created these Six Sigma Relationships using two elegant tool sets taught in the Successful Partnering� Process (SPP). The tool sets relate to a unique client/partner/employee involvement and Fantastic Follow-up described at the end of this document.

CRM Customer Relationship Management

Ameritech/SBC	Thirteen large customers worth $35,000,000 were in jeopardy. Successful Partnering help save them all to receive $40,000,000 next year. ROI = 350 times
AT&T Corporate NCS	Changed the culture and converted an annual 9% loss into 25% revenue and 35% profit gains in just 11 months. ROI = 600 times
Bell and Howell	Changed the culture of an imploding division and brought it back to profitability in just one year. ROI = 250 times
Dell Computer	Help change the culture of how managers developed people. Results: More very satisfied employees produced more very satisfied clients. Division won only �outstanding� from PC magazine the following quarter.
Xerox The Document Company	Converted hostile account into a friendly account saved account; and sold $350,000 worth of new equipment. ROI = 29.1 times
Pitney Bowes U.K.	Overcame competition�s 35% discount offer with partnership and 5% discount.
GE	Saved a $1,000,000 a month customer.
Dell Computer	Turned a very dissatisfied customer into a long-time client and an advocate selling more of Dell.
Sony Broadcast	Senior VP uses Successful Partnering skills to discover what was really bothering a customer. This paved the way for retaining old business and future business.
KONE	When partnership existed, cut lost customers by 49%. Projected saving was $60,000,000 over three years.
Privately Held Company	A technical person, who at the beginning of the Successful Partnering� Seminar says he does not know why his general manager sent him, used his newly acquired SPP skills to turn a $1,000,000 client into a $5,000,000 client. He also discovers an additional second product worth $800,000 annually using his SPP skills.

PRM Partner Relationship Management

AT&T	Using the SPP tool of insisting that the new partner identify something he can do immediately to improve the relationship, the Regional Manager discovers how to make a $175,000 sale for his division and save AT&T $2,000,000.
Johnson & Johnson Div.	Helped the Information Technology group become the indispensable business partner of the rest of the company and saved jobs.
BP	The US President and all Vice Presidents used Successful Partnering to build closer relations and change the culture top down.
IBM	Used Successful Partnering between three divisions so that they could work together better thus serving the paying customer better.
Merrill Lynch	The insurance division used Successful Partnering with their Financial Advisors Division. The Financial Advisors became much more willing to share their clients with the insurance group. Results: millions more of insurance were sold.
Government Graduate School	The Census Bureau had done no business with the Graduate School. A new partnership brought $400,000+.

ERM Employee Relationship Management

Johnson & Johnson

A division VP used the Successful Partnering� Process with her corporate VP boss. The next morning, her audio message from him said, �I�ve been working in this company for twenty-four years. In that time no VP, no peer, no one ever said they want to optimize my personal business success. Yesterday in the partnership we set up, you asked how you could do exactly that. Your request created a rare day in my corporate life. Thank you!�

Montgomery KONE	A key employee had resignation in hand. Using the *Successful Partnering� Process (SPP),* the executive turned the employee into a very satisfied employee, saving himself and the company much time and money.
Dell Computer	Turned a negative internal customer into a champion for her division.
HP	HR director improved relationship with regional sales managers he serves.
Sony	An American manager in Japanese company has trouble with top performing Chinese direct report. Using the SPP he discovers the exact problem and solves it.
Dell Computer	A manager uses SPP skills to turn a disgruntled underachiever employee in less that three months time into high achiever who creates a process that saves Dell over $2,500,000. ROI 25 times+

For more information: contact:
Steffen, Steffen & Associates
14 Lyndenwood Drive, Brookfield, Ct. 06804
203-740-8400

Check web: www.SSAinternational.com - Successful Partnering� Process

The Secrets of The Six-Sigma Relationship

This relationship is called Six Sigma because, like Six Sigma Quality, it is challenging to create, very valuable, rare and can significantly affect the bottom line.

What is a Six Sigma Relationship?

The Six Sigma Relationship has two critical characteristics:

The client/partner/employee (the one served) is very satisfied. Satisfied is not good enough.
The client/employee is convinced you care about them and are significant in optimizing their personal business success.

The Hallmark Loyalty Marketing Project discovered the feeling of �cared for� is the most important factor by more than twice the closest other factor in predicting loyalty. When you are seen as the key to the client/ employee�s personal business success, you have set up the feeling of �cared for� and increased loyalty.

How to Create a Six Sigma Relationship

The question is not only �how� but �What is the quickest, surest and most cost-effective method to create the Six Sigma Relationship?� SSA has discovered two sets of tools or skills that answer this latter question. First, it is possible to set up a partnership where the client/employee will actually accept part responsibility:

To make themselves very satisfied.
To help you optimize their personal business success.

SSA further discovered that when a partnership is set up, there are 4� times when your new partner will doubt your credibility. SSA also discovered when these challenges occur and exactly how to respond to them. These two sets of skills are taught in the Successful Partnering Seminar.

How Does this Six Sigma Relationship Create Significant ROI�s

CRM When dealing with the external paying client, the Six Sigma Relationship created using the Successful Partnering� Process makes it natural for bonding between vendor and client to occur. Because you are a significant, even critical factor, in the clients� personal business success, they become more loyal to you. They want to work with you again and again because you are helpful, even key, to their success.

ERM As the examples above show, the Six Sigma Relationship also works with the employee. When the manager�s actions demonstrate that he/she really cares and works to make the employee personally very successful, there is a natural bonding. The employee is more loyal, motivated and productive. The manager�s job becomes much easier. Everyone wins � employee, manager, clients and company.

PRM As demonstrated on page two, the Successful Partnering� Process has helped many divisions work together better for the benefit of both divisions and the company.