ROLE OF RSC IN CUSTOMER

RELATIONSHIP
• To manage transformational customer relationships
• Measures the relationship’s success as well as sustainability of that success in the
future
• Aimed towards a more holistic analysis of the client-company relationship
• Captures the commitment between the client and Infosys through three dimensions
– Relationship value, Relationship strength and Future value and growth
• Relationship value recognizes the importance of excellence in project development
• Relationship strength is used to gauge customer satisfaction; It measures customer
satisfaction and analyzes the actions which depicts the same
• The future value and growth involves understanding the competencies required to
satisfy client’s future needs
RSC vs SLA
• RSC has metrics that provide a complete and fair picture of
performance, while SLA takes into account of only financial metrics
• RSC includes parameters that can tell if the performance can be
sustainable and how it can be improved, while SLA does not
• Single RSC is sufficient in managing large-scale relationship while
multiple SLAs were required for the same