Relationship Intelligence

Relationship Intelligence is an organization-wide asset that reveals the unique and complex connections between people, companies, relationships, experience and expertise. It empowers you to leverage who and what you know to uncover new revenue opportunities, differentiate your organization from the competition, and enhance client service.

Information about your organization’s clients and contacts, including this Relationship Intelligence, is typically spread throughout many sources. Some of this information may be stored in the tools you use to manage your contacts, such as Microsoft Outlook or handheld devices. Some of this information may be stored in marketing databases, accounting systems, or human resources software. Other information is not captured at all by the organization and exists only in people’s minds.

Information about a particular contact might be in any or all of these data sources. For example, the contacts for your largest client are likely to be in the address books of many of your professionals. Although the same contacts appear in all these sources, each source may have different and even conflicting information. Because of this, there is no easy way for someone to get the organization’s complete information and history for a contact. The following are some of the issues that having this information spread throughout the organization can cause:

• A partner visits a client and does not realize the client has an issue with another service line or practice group.
• “Spam” sent to the entire organization in order to find out if someone else knows a particular contact.
• Duplicate mailings sent to the same person.
• Inappropriate mailings sent, such as mailings to deceased people.

All these issues decrease the level of client service your organization provides and reduce your ability to leverage information to generate new business. InterAction, in conjunction with your business processes, enables you to collect all this information into an organization-wide knowledge base of Relationship Intelligence, which improves client satisfaction, enhances business development, and elevates your organization’s image.

Having a single database for this contact information allows the organization to have a single version of a contact. This ensures that you can always use the most current information about a contact without worrying about having conflicting information or duplicate contacts. If someone learns new information about a contact, that information can immediately be made available to everyone else at the organization.

A single, organization-wide database of contact information by itself, however, may not meet the needs of individual users. You may need to keep private information about certain contacts. You may not always want your contacts to be subject to the changes other people at the organization make to the information about your most important clients and contacts. You want to have the complete control over your contact lists that having a standalone address book provides you.

InterAction’s unique solution meets the needs of both the entire organization and the individual professionals. All members of your organization can benefit from the organization’s collective intelligence about your contacts while still maintaining your own contacts lists without interference from the organization.

The InterAction solution builds a useful database of Relationship Intelligence. This requires good, clean data in the system to start. You can manage your contacts using the system, which helps add more useful information. As your database of Relationship Intelligence grows, your organization can take advantage of advanced functionality such as marketing automation, cross selling, and referral tracking.