Premier Inc, a US healthcare strategic alliance and winner of the 2006 Malcolm Baldrige National Quality Award (Service Sector), worked hard to retain customers in all areas of its business. The Premier Insurance Management Services (PIMS) customer renewal rate was impressive. PIMS tracked the renewals of American Excess Insurance Exchange (AEIX) members and over three annual policy renewal cycles between 2004 and 2006 the retention rate improved by 13%. Against the benchmark of 80% Premier achi...

BPIR Categories

15.2.2 Customer retention/referral/relationship building

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