People Achieving

An enviable track record

Contract renewals are a normal part of sales life and are increasingly important in the current economic climate.

Issue

Our client was facing 15 renewals out of 45 clients over a sixth month period and they were the customers that accounted for 70% of revenue.

Solution

Ideally customer satisfaction is so high that contract renewal does not involve another tender process. Easier said than done but we had to start somewhere.

We used innovation workshops to drive increased customer satisfaction, ran service reviews with the client and aligned service and stales staff together. Understanding your client, their drivers and their view of you is an essential component of customer satisfaction. Then we took those outputs and developed winning propositions specifically designed for each campaign.

We put all that together in to a renewals campaign strategy that incorporated all that we had learnt and involved a significant PR effort too. Finally we delivered some specific training to enable the campaigns.