Multi-Dimensional Model Design

The 201-level course introduced a three-dimensional health model: engagement, value, and strategic alignment. The advanced model adds three dimensions that capture the relationship dynamics that the basic model misses. Relationship depth: how many stakeholders are actively engaged, at what seniority level, and across how many functional areas? A relationship with six stakeholders across three functions is structurally healthier than a relationship with one champion, regardless of how strong that champion is. Competitive position: is the customer evaluating alternatives, receiving competitive outreach, or showing signals of vendor diversification? A customer who is happy but actively evaluating competitors has a different health profile than one who is happy and not looking. Momentum: is the relationship trajectory positive, negative, or flat? A customer with a health score of 65 and improving trajectory is healthier than a customer with a health score of 75 and declining trajectory.

The six dimensions produce a richer health picture than any single composite score can capture. A customer with high engagement but declining competitive position is a different risk profile than a customer with low engagement but no competitive threats. The dimensional breakdown enables dimension-specific interventions: low relationship depth triggers stakeholder expansion initiatives; declining competitive position triggers value reinforcement programs; negative momentum triggers executive engagement. The composite score tells you the health level. The dimensional breakdown tells you what to do about it.