CRI · Customer Relationship Index
Know why your biggest accounts stay, before you find out why they leave.
CRI tells you how healthy your most important client relationships really are, before you find out the hard way.
Trusted by enterprises across the Americas, Europe & Asia
The problem
Your biggest clients carry the business. But nothing measures if the relationship is healthy.
~80%
of B2B revenue sits with the top ~20% of accounts.
Why existing tools don't answer this
NPS
One blended score, hides how much stakeholders actually disagree.
CRM
Tracks pipeline, not sentiment.
Customer voice
Scattered across emails and QBRs, easy to miss.
What is CRI
A relationship health platform built on real evidence.
CRI is a human-led software platform that gives every client relationship a live score and the owned actions to improve it.
The four pillars it measures
Credibility
Do they believe in us?
Reliability
Do we consistently deliver?
Embeddedness
Are we part of how they operate?
Strategic Permission
Are we invited into their future?
How it works
Five stages. One relationship, properly understood.
- 1
Voice of the Customer
Independent interviews. 6–8 weeks.
- 2
The Charter
Findings become shared commitments.
- 3
Joint Workshop
Brought to life, together.
- 4
CRI Deployed
A live score, maintained continuously.
- 5
Annual Re-audit
A lighter VoC, to re-check and refresh.
Stages 1–3 happen once, to set the foundation. Stage 4 runs continuously. Stage 5 repeats every year.
Who this is for
Built for the relationships that shape your revenue.
For
- Large enterprises across financial services, logistics, PE firms, telecommunications, insurance providers
- Strategic accounts with complex stakeholder maps
- Renewal risk and pipeline protection
- Complex enterprise partnerships where trust is the currency
Not for
- Transactional survey programmes
- Generic CSAT dashboards
Questions
What teams usually ask.
Team
Built by the people who run it end to end.
Kelvin Downer
Co-Founder & CEO
Brings in the senior client relationships and manages them across industries, setting the strategic direction, methodology and commercial approach behind every engagement. Founder of In Pursuit of Better.
kelvin.downer@pursuitcomms.comMark Angelevich
Co-Founder & CTO
Built the CRI platform end-to-end and runs the live deployments, from the adaptive interview engine to rubric scoring, certificates and portfolio analytics.
mark.angle@pursuitcomms.comJames Ros
Account Director
A vital presence across every Voice of the Customer programme: conducts the interviews, shapes the Charter, facilitates the joint workshop, onboards client teams onto CRI, and supports the annual re-audit.
james.ros@pursuitcomms.comProof
What our clients say
Trusted by leading organisations to win business and build better teams.
They always over deliver, push our own limits and go beyond what I expect
Kelvin is an exceptional team coach, astute, switched-on, and builds trust and buy-in very quickly
I wouldn't hesitate to recommend Pursuit for any business that wants to rethink their business and people strategy and be future fit
You'll get a shot of energy through your team, it really brings people together
In 22 years I can honestly say it was the best Sales Kick-off event I have ever been to
Working with Pursuit allowed us not only to talk about the difference we make, but demonstrate it
There is a true sea change going on
Pursuit's speed and accuracy was critical in helping us win one of our biggest contracts of the year
Book a 20-minute session, see the platform live.
Ask about our discounted pilot programme for new clients.