the problem is TRUST

**clvrbas** · 07-10-2012, 05:18 PM

The problem s I see it is that nobody trust RIM anymore. It can simply be broken down like this:

Trust = Credibility x Relationship

Risk

We can take this and break it down with some numbers.

Let's say RIM has a 1 in the credibility and let's just say a. 1 in the Relationship. 1 times 1 is 1. Right now the risk for them is very high. Let's just say its a 5 (I like to use low numbers for simplicity).

That will put their trust factor at 1/5... Not very good! You can use this with a rating scale as you see it to determine what works for you. This is also a very useful tool for any relationship you have professionally or personally.

If RIM can fix just one of those three segments then the trust will start to heal. Through solid and consistent communication, proper preparation, and successful delivery then can fix each pillar. The caveat though is only focus on one at a time and do it right.

Now I am pulling for RIM, I love my BB 9700 and my old 9000, and will not go Android or iPhone. For me its BB or bust, I'm here till the bitter end.

And I am going to say it, Let's Rock N' Roll This!

**dentynefire** · 07-10-2012, 07:13 PM

Perception = Reality

where Reality = ∑ Performance

**Thunderbuck** · 07-10-2012, 07:18 PM

That's actually a very interesting analysis, and I think it definitely holds some water.

RIM definitely did itself a lot of damage in terms of credibility, and while I believe their execution has improved a lot this year, they still have a very long way to go. I'd say that "trust" has to be job one.

The other factors will correct accordingly.

**clvrbas** · 07-10-2012, 07:36 PM

Originally Posted by Thunderbuck

That's actually a very interesting analysis, and I think it definitely holds some water.

RIM definitely did itself a lot of damage in terms of credibility, and while I believe their execution has improved a lot this year, they still have a very long way to go. I'd say that "trust" has to be job one.

The other factors will correct accordingly.

It is a model we use at work in Manager Training. I also have a slide showing the equation at my desk in my office. I feel convicted that if RIM can create stronger trust with investors and vendor partners other pieces will fall in line.

Thor is doing a good job of moving this along, and is doing the right things. However I agree with Umi that his deliver needs some polishing before speaking to the mass media.

**Denise in Los Angeles** · 07-11-2012, 12:18 AM

You don't speak for everyone, thank God.

**hurds** · 07-11-2012, 03:11 AM

I don't get this 'trust' or 'promises' thing. Its a company. They don't have what you want? Buy something else. If you're a shareholder, you shoulda got out a long time ago if you don't believe in RIM cause you're probably hurting now and have no one else to blame but yourself. I have little to no trust in RIM because I dont fully have trust in any corporation.

**berklon** · 07-11-2012, 05:26 AM

Originally Posted by hurds

I don't get this 'trust' or 'promises' thing. Its a company. They don't have what you want? Buy something else. If you're a shareholder, you shoulda got out a long time ago if you don't believe in RIM cause you're probably hurting now and have no one else to blame but yourself. I have little to no trust in RIM because I dont fully have trust in any corporation.

Consumers have to have a little trust in companies. This is what keeps current/potential users from looking elsewhere. RIM doesn't have what a lot of people want, but there are those that believe them when they say they'll have something out that will compete.

However in RIMs case, they've been spewing the same thing over and over about great products that will "leapfrog" the competition, that will compete, but keep releasing duds and are constantly delaying releases. That's when the trust is broken.

Trust is what keeps many consumers of Apple products around waiting for their next release instead of jumping on the competitions products. They trust Apple enough to know they won't be disappointed. RIM fails in this regard on so many levels.

**cgk** · 07-11-2012, 05:45 AM

I think in developed markets, it's more a problem of apathy than trust - RIM and its products seen as old hat.

**ColdFistOfTruth** · 07-11-2012, 07:22 AM

Originally Posted by TequilaAddict

You don't speak for everyone, thank God.

Why?

Is it better to turn a blind eye to the egregious missteps RIM has made?

Shouldn't those be factored into a purchasing decision?

That reads dangerously like a lot of the excuse-making, we're-in-with-RIM *regardless*-of-the-dumb-things-they-do mentality that shows up from time to time here and -- bitterly ironically -- is what some refer to (talking about iPhone users) as "iSheep"

(And more ironically, it's NOT helpful to RIM to allow them carte blanche for mistake after mistake; it doesn't help them improve their game and it encourages the bad behavior by tacitly sanctioning it.)

There is most certainly a place for trust in EVERY relationship, be they personal or business.

And that trust ALWAYS has to be EARNED...

-CFOT

**clvrbas** · 07-11-2012, 07:52 AM

Originally Posted by TequilaAddict

You don't speak for everyone, thank God.

Your statement has little merit, since it doesn't speak to the facts. Nor was I trying too "speak for everyone.". It is a simple relationship model that I was able to attach to RIMs current situation.

Credibility and relationship status for a company are important to their success, and how great is the risk.

If you were a small business and working with a new bank, and your portfolio was millions of dollars; the banker says to you, "just trust me on this", would you?

It is just a different perspective to look at the current opportunities RIM is facing. Nor do I plan on jumping off this platform, the BlackBerry is the best device I have ever owned and I love it, despite how many people tease me for it.

**PineappleUnderTheSea** · 07-11-2012, 07:57 AM

When our company reorganized, they had a survey asking about management. The lowest rating was the Trust area, especially trusting that management is doing the right thing for the company and for the employees.

Low trust kills morale, and when morale hits a low, people leave. And in the last week, morale on CB seems to have taken a hit, although with Heins going on a media tour it appears to have gone up a notch. In my case, I'm still not sure if I trust that Heins is doing the right thing and telling us the whole truth about BB10 launch timing, but all I know is that it's certainly better than what the co-CEOs had been doing. So I'm not ready to jump ship yet.

**Denise in Los Angeles** · 07-11-2012, 07:43 PM

Originally Posted by raginv

Your statement has little merit, since it doesn't speak to the facts. Nor was I trying too "speak for everyone.". It is a simple relationship model that I was able to attach to RIMs current situation.

Credibility and relationship status for a company are important to their success, and how great is the risk.

If you were a small business and working with a new bank, and your portfolio was millions of dollars; the banker says to you, "just trust me on this", would you?

It is just a different perspective to look at the current opportunities RIM is facing. Nor do I plan on jumping off this platform, the BlackBerry is the best device I have ever owned and I love it, despite how many people tease me for it.

You said this:

Originally Posted by raginv

The problem s I see it is that nobody trust RIM anymore.

That is entirely your opinion, because you have no proof of that statement.

Its okay if YOU don't trust RIM, fine, then don't buy a BlackBerry. But don't use blanket statements that are plain WRONG. LMAO!

**JR A** · 07-11-2012, 08:06 PM

Me: I just don't trust you anymore...

RIM: Is that what this is about?

Me: I think we need to see other people

RIM: But baby, give me another chance, just wait til January. You'll see, I'll be a whole new me by then! I promise!

Me: I've heard you say those words before.

RIM: I know what I've done, and I'm sorry for letting you down twice before, but this time it's for real!

Me: I've waited too long...

RIM: So you want to go our separate ways?

Me: I don't know anymore!

RIM: But we've come so far!

Me: Honestly, it's not you, it's me...

**clvrbas** · 07-11-2012, 09:39 PM

Originally Posted by TequilaAddict

You said this:

That is entirely your opinion, because you have no proof of that statement.

Its okay if YOU don't trust RIM, fine, then don't buy a BlackBerry. But don't use blanket statements that are plain WRONG. LMAO!

I think RIM has many opportunities, however I want to see them do great things. I love my BB and what it does to make my life more organized and easier. I was making a generalization.

I am hoping that BB10 rocks, I am waiting for it I didn't do an upgrade because OS7 wasn't the change I needed at the time. By the time BB10 rolls out I will be closer to truly needing an upgrade.

RIM has had a history of failed and poorly timed launches, and that speaks to their credibility. I am putting faith in Thor, I think he is leading the company the right direction and I am excited to see their future.

**trsbbs** · 07-11-2012, 10:40 PM

Trust is earned and should not be expected.

What has RIM done in the past two years to earn my continued trust?

Nada.

I am finding myself less interested in RIM and looking more at what the others have and can deliver now. Not a year from now..maybe.

I think RIM will find this fall and early winter that many of their customer just do not trust them anymore. I don't regardless of what Thor puts out.

Time to shut up and put up or get out. Simple.

Tim

**clvrbas** · 07-12-2012, 10:42 AM

Originally Posted by trsbbs

Trust is earned and should not be expected.

What has RIM done in the past two years to earn my continued trust?

Nada.

I am finding myself less interested in RIM and looking more at what the others have and can deliver now. Not a year from now..maybe.

I think RIM will find this fall and early winter that many of their customer just do not trust them anymore. I don't regardless of what Thor puts out.

Time to shut up and put up or get out. Simple.

Tim

That is ultimately what I was attempting to get to. It takes credibility and how strong the relationship is (at various levels) and then factor how risky is the situation.

These are just some factors that some use to make decisions, and I don't blame others for going to new platforms. Each user must do what is right for them.