COMPLIMENTARY RELATIONSHIP DIAGNOSTIC
Build the trust and understanding needed to make customer interactions more productive
Get clearer about what matters across an important customer relationship – so you can engage with greater confidence, establish credibility and help shape what happens next.
“It uncovered misperceptions but also empathy, and the desire to fix them.”
“Absolute confirming evidence that what we wanted to do was right”
Build trust through shared clarity
for one important relationship
you don’t need to engage the other party yet, but there is a path to scale
The more clearly you understand your customer relationships, the more confidently you can:
- recognise what matters to each party
- involve the right people at the right time
- identify where perspectives align or differ
- address difficult issues without becoming defensive
- connect customer priorities with relevant capabilities
- turn conversations into decisions, action and demonstrable progress.
Greater clarity gives you a stronger basis from which to build trust, establish confidence in your judgement and ensure more productive interactions.
Start by clarifying your own perspective on things that matter to a highly productive relationship.
That will give you the basis for more constructive interactions with both your colleagues and your customer.
You can also engage them to join you in the exercise – to establish a shared language and the space to develop and improve. That’s where the real value is, but try it for yourself first.
Your important customer interactions should not leave you:
A complimentary Relationship Diagnostic
Choose an important relationship
Select a key customer, supplier or partner
Capture your perspective
Complete the diagnostic in just ~20 minutes and receive your personal report immediately
Optionally invite up to six colleagues
Invite people with relevant experience of the same relationship to independently add their perspectives
See the picture – for clearer communication
Receive a group report and an optional complimentary one-hour session to help interpret the findings and establish next steps
with one important relationship
you don’t need to engage the other party yet, but there is a path to scale
The Diagnostic guides you to incisively evaluate critical aspects of high functioning supply chain relationships.
It gives you deeper insight, but also a shared language and focal point for more productive interactions with your customers.
Crucially, it helps you establish credibility, build trust and develop further business.
Capture Experience
Help people independently and constructively evaluate how the relationship is performing from their own experience
Reveal Patterns
See where perspectives converge, where they differ and which strengths or warning signals emerge
Evidence for Action
Create a clearer evidence base for more focused and constructive conversations, decisions and targeted action
Shared Language
Engage and motivate people around things that matter – giving them the language to start continue conversations
You will immediately receive a report based on your response.
You will also receive a report that constructively combines the (unattributed) responses of the people you choose to join you.
This second report shows where perspectives align, where they diverge and which areas deserve further attention. It also gives you and your team the language and evidence you need for structured relational development and improvement.
Trusted by Leaders in Supply Chain Relationships
“It’s been really fascinating, gratifying and surprising to not only uncover misperceptions but also empathy, and the desire to fix those misperceptions. It’s been really extraordinary.”
“To understand reality, we needed to understand the perceptions first. It allowed us to capture perceptions efficiently so we could begin to investigate reality.”
“It was such a difficult start to the contract… [The diagnostic] was absolute confirming evidence that what we wanted to do was right… our relationship measurement scores from them have [since] continued to go from strength to strength”
More from Mick Harris on wider use of Diagnostics – full interview / highlights here.
Additional Benefits
Signs your customer relationships might need a new approach?
The Relationship Diagnostic can help if you recognise any of the following:
Frequently Asked Questions
This is not just another survey.
We understand people get “survey fatigue”, but aside from some superficial similarities, the purpose, nature and outcomes of this diagnostic are entirely different to a survey:
This is a structured diagnostic tool for synthesizing, comparing and highlighting differences in perspectives.
It will not only reveal misalignments you wouldn’t otherwise see, but it will clarify them through the specific detail of the Value Codes – focused areas you will be evaluating.
The RMX Diagnostic consists of 24 Value Codes relating to the things that matter most in cross boundary relationships.
Even if your relationships are fine, you don’t want to let things that matter go without saying. Choose a relationship important enough that uncertainty matters.
RMX identifies whether different people are experiencing the relationship consistently, and whether important strengths are being overlooked.
If the picture is broadly positive, that is useful evidence too.
Invite people who experience different parts of the same relationship.
A useful group may include commercial, operational, technical and leadership perspectives, provided each participant has some direct experience of the relationship.
Alignment is a necessary foundation for success.
But it is very difficult to achieve and very difficult to know how far away you are from achieving it.
This diagnostic will give you an idea of where things really are, and establish a benchmark which you can return to later, to track change and evaluate the effectiveness of actions taken.
If everything is looking good, and if everyone agrees, then the diagnostic will start to substantiate this.
More likely, though, you’ll uncover areas of opportunity, where the diagnostic and report will:
True alignment doesn’t happen by accident.
Alignment happens when teams see their differences, discuss them openly, and take action together.
Face to face meetings come with their own challenges.
But the diagnostic can absolutely be deployed to support those meetings and make them more effective.
Crucially though, the diagnostic can be used in circumstances where face-to-face meetings are not practical (especially when engaging relationships at scale).
The standard complimentary RMX journey begins with one person, who can invite up to six other people from their own side of the relationship. This allows you to understand where your people agree, where their experiences differ and what may need attention internally.
The other party can separately initiate its own complimentary RMX Diagnostic for the same relationship. Where both initiators give their permission, we can then combine or compare the two group reports to reveal cross-party alignment, differences and opportunities for joint improvement.
No report will be shared without the relevant initiators’ explicit agreement.
The RMX or something more ‘situation specific’ can be used to engage across any number of relationships at scale, when you’re ready. We can discuss that after you’ve tried it for yourself first, or you can let us know now if you’re ready for more structured relational development and improvement.
Absolutely.
Think of this as a powerful diagnostic lens that complements and enhances your current initiatives — helping to align efforts, prioritize actions, and avoid wasted time or conflicting approaches.
Not at all.
While it’s especially valuable for high-value, high-importance relationships, any contract or partnership where outcomes matter can benefit. The approach scales to fit your needs.
You’ll be asked to set a password to keep your responses secure (nothing will be shared with any third party).
After you’ve submitted your response, you can invite up to 6 other people to share their perspective.
Most participants complete it in about 20 minutes, and immediately after submitting their response, they each receive a personalized report that presents back and highlights aspects of what they have said.
When all participants have submitted responses, a more detailed report is generated that synthesizes and analyzes all the data to identify:
We get it — there are many “silver bullets” out there.
This diagnostic isn’t a quick fix or a generic tool.
It’s a rigorous, collaborative process that uncovers hidden misalignments and overlooked value drivers that contracts and KPIs miss.
It helps your entire team see what’s really going on, so you can act with clarity and confidence:
- It’s proven to scale — but feels deeply personal.
- It builds insight before demanding action.
- It fits how people naturally learn, decide, and engage.
- It doesn’t impose or instruct — it invites and unlocks.
- Most importantly: it works where other efforts haven’t.
In this case, the focus is on the quality and experienced maturity of a particular relationship. But because the approach is configurable, the diagnostic can be adapted to different relationship types, business contexts and levels of engagement — from a focused initial review to wider assessments involving more participants, both parties or related areas of performance and change.
Absolutely.
Your responses are 100% confidential, and results, not attributed to a named person, are only shared within your participating team.
Any benchmarking is fully anonymized to protect your privacy at every stage.
