Customer Relationship Reviews

What is a Customer Relationship Review?
The Customer Relationship Review (CRR) is a vehicle for facilitating open discussion between the Ariba core account team, Ariba executive sponsor, customer sponsors and the customer's executive team member. CRR content is relevant, valuable and drives innovation that facilitates a increasingly successful customer relationship. Furthermore, the focus is to drive honest and productive conversation between Ariba and our strategic customers.

These meetings last approximately 2-3 hours and occur on a quarterly or semi-annual basis. This is to ensure the CRR can provide both a status check on the current relationship, but also ensure we are breaking new 'ground' for future success. The Customer Advocacy team is spearheading this standardized communication process to enhance relationship building across our customer base as well as emphasize Ariba's continued commitment to be a customer-centric organization.

Program Update:

• There are now 3 main types of CRRs: Strategic CRR, Tactical CRR, Issue Resolution CRR. This allows us to customize the format and overall meeting objectives to the participating customer.
• An internal CRR Steering Committee has been created to address high level customer issues and concerns. Their role is to provide recommendations and insights to your account team to achieve full resolution and a top down approach to ensuring your overall satisfaction.
• In the CRR we discuss the following with our customers and gather feedback regarding our performance:
  • Any outstanding issues and resolution plans
  • Customer's responses to the Relationship Survey and Project Surveys
  • Results of completed and in progress initiatives.

Customer Feedback

• Keep information pertaining to current and past initiatives strategic in nature.
• CRRs should be a mini-strategizing meeting.
• Customers are very pleased with Ariba's efforts to listen and cultivate proactive relationships.
• Ariba follow-up on action items discussed during the CRR have surpassed customer expectations.
• Customers are committed to providing insight into their strategic direction during CRRs so that Ariba and customer efforts can continue to be aligned.
• The presence of Ariba and Customer senior leadership has been key to establishing the CRR as a high level meeting.

How Do I Participate in a CRR?
If you are interested in participating in the Customer Relationship Review program please contact customerprograms@ariba.com.