RETENTION AND RENEWAL: CREATE BETTER EXPERIENCES TO RETAIN CLIENTS AND GROW YOUR BUSINESS
Chris Rasmussen, CEO Doxim
CREATE: Customer Renewal, Extension and Transformation Experience. BETTER: Doxim’s Philosophical Approach: (the how): Brand, Engage, Together, Transform, Experience, Renew
Premise – renewals are completed long before the expiry of the agreement. By having a consistent approach to brand development and customer engagement, a company can stay at the forefront of an industry. By working hand in hand with customers as a team and working towards future goals together will enable the focus to be on the desired future state and take the focus off the pebbles which invariably get in the way of the journey. Incorporating a transformative approach to business process which challenges the mind, enhances the pocketbook and enables the customers to keep up to or get ahead of the competition will endear them to your firm. Having a great experience during the journey will keep the customer’s eye on notable successes, forgive inevitable bruises of a long journey, and keep your company positioned top of mind enabling the renewal to be reduced to a relatively minor administrative exercise.
For the purpose of this topic – “Retention and Renewal” – Doxim has developed a systematic approach to client retention by focusing on the three areas of:
1. Keep customers engaged during the contract lifecycle leveraging the Net Promoter System which consistently delivers NPS scores in excess of 50% 2. A customer renewal and extension process which consistently delivers customer retention rates of 98%+ and revenue increases on contract renewals.
Last year, Doxim presented the first part of the retention and renewal process – by discussing the Net Promoter System (NPS). This discussion will focus on the second part of the retention and renewal process.
Chris Rasmussen, President & CEO of Doxim founded the company in 2000. He is a visionary and charismatic leader, and under his guidance Doxim has become a leading supplier of document and content management solutions to the Canadian Financial Services marketplace.
Chris has worked in the electronic document industry for the past 17 years, holding a variety of senior management and leadership roles. Immediately prior to founding Doxim, Chris was Vice President, Professional Services for Ricoh Canada, a leading global provider of document imaging products and services.
Chris is actively involved with the board of Xplor – the global electronic document systems association. In 2003, Chris received his Electronic Document Professional (EDP) certification – recognized globally for professionalism and excellence in digital communication.