This deck articulates the current relationship management challenges facing many firms today and the needs to optimize and operationalize social relationships by creating Relationship Capital (RC)

1. Relationship Capital (RC)
Capture Measure Flourish

2. Agenda
• Companies and Relationships
• The Relationship Economy is NOW
• The Standard of Trust Approach
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3. All Businesses Begin—And End—
With Relationships
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4. When Asked, Many Executives Claim
―Relationships Are Critical To Our Business‖
Employees
Suppliers Enterprise Customers
Markets
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5. Yet Do Precious Little To Optimize Them
• Organization Development
Employees • Training
• Retention Programs
• CRM
Customers
• Sales force management
• Scorecards
Suppliers
• Vendor Negotiations
• Public Relations
Markets
• Quarterly Reports
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6. Unfortunately, Most Businesses Treat
Relationships As A Means To An End
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7. Relationships Drive The Engines Of The
Relationship Economy…
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8. Quality of Relationships Drive Performance
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9. …And Relationship Capital Is Its
Currency
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10. Relationship Capital Builds Your “Brand” In
The Marketplace
Branding is used to present a
consistent ―picture‖ of you in the
marketplace
• Branding tells others who you are
• Branding helps others know what you
stand for
• Branding is a way to communicate your
reputation
• Branding is a vehicle to proactively
manage your reputation
Creating Relationship Capital is a critical part of your
organization’s branding efforts
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11. Relationship Capital (RC) Is A Fundamental Measure of
How Your Company Is Doing In The Marketplace
RC makes
you findable
RC is a catalyst for by others
building trust with and
transmits
people who don’t
your
already know you
reputation
on the
RC brings internet and
opportunities to you elsewhere
based on your public
reputation
RC is based on a mindset of Doing The Right Thing in business:
Transparency/Honesty, Accountability/Responsibility, Going the Extra
Mile, Support, Empathy/Understanding
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12. The ―Do The Right Thing Mindset‖ Is The Core
Of the Standard of Trust Approach…
The “Do The Right Thing Mindset” embodies the business values/characteristics
necessary for operationalizing relationships in business
Transparency/ Honesty
Responsibility/
Accountability
Go The Extra Mile
Support
Empathy/
Understanding
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13. DTRT Relationship Maturity Model
(DTRT-RMM)
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14. …Translating Into Excellence in
Execution…
Quality
Service/
Delivery Governance /
Focus Control
Do the
Right thing
Mindset
Capability Collaboration
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15. …And Generating Relationship Capital
Trust
Respect
Commit
ment
Relationship Capital
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16. Relationship Capital (RC) Creates
Success
New Customers
New Talent
Attraction
Shareholders
Partners
Economic
Product Life
Sustainability
Competitive Advantage
Processes
Customers Profitability
Employees
Key Suppliers Retention
Partners
Revenues
Market Share
Geographies
Capitalization
Growth
New Products/Services
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17. Tomorrow’s winners will embrace the
Relationship Economy as a way of business
• Tomorrow's winners will be the companies who change their
underlying business models or channels in a way that is
creative, revolutionary, and difficult to mimic
• A Relationship Economy represents a fundamental change in the
way companies relate to/with internal and external stakeholders
• Relationship Capital is the primary currency of the Relationship
Economy: Building it, investing in it, trading it
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18. So, If Relationships Are Critical To Your
Business…
Employees
Suppliers Enterprise Customers
Markets
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19. And This Is What You Are Doing About
Them…
• Organization Development
Employees • Training
• Retention Programs
• CRM
Customers
• Sales force management
• Scorecards
Suppliers
• Vendor Negotiations
• Public Relations
Markets
• Quarterly Reports
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20. How Is That Working For You?
• When times are hard, do you
– Raise prices?
– Demand extended payment terms from vendors?
– Put downward pressure on prices from suppliers?
– Lay off employees?
• Or, do you
– Work with customers, suppliers and employees to create new
products or services that will be successful in the marketplace?
– Eliminate waste in your business processes and in your interactions
with customers, suppliers and employees?
– Collaborate with customers, suppliers and employees to identify
ways to cut costs in your operations without sacrificing quality or
service levels or people?
– Approach your key customers and suppliers and focus on ways to
help them survive?
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21. If You Think You Should Be Doing Better—
Call Standard of Trust
• Relationship Capital assessments for
Departments, Divisions, entire Organizations
• Roadmaps to repair relationships with
Employees, Customers, Suppliers and
Markets
• Integrate Enterprise Relationship Management
into strategic planning
• Generating Relationship Capital (RC)
• Operationalize your Relationships
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22. Standard of Trust
• Our vision –
– An efficient economy in which companies operationalize their
relationships and use relationship capital as a competitive
advantage, to drive growth and become more efficient - To become
relationship capitalists
• Our Mission –
– The Standard of Trust mission is to assist clients to optimize
Enterprise Relationship Capital Management so they can compete
and thrive in the Relationship Economy.
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23. Standard of Trust
• Rob Peters
–Rob.Peters@StandardofTrust.
com
–O: 847-698-3614
–Twitter: @StandardofTrust
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24. We are Relationship Capitalists
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