Client Retention Drivers
| Driver | Description | Action |
|---|---|---|
| Measurable value | Clients can see the savings and outcomes you deliver | Annual ROI report; documented savings |
| Proactive ideas | Bringing new cost management ideas before clients ask | Monthly idea pipeline; quarterly strategy sessions |
| Responsive service | Responding quickly to client questions and requests | Same-day response standard; dedicated account team |
| Relationship depth | Relationships with multiple stakeholders (HR, CFO, CEO) | Quarterly executive briefings; C-suite relationships |
| Compliance protection | Keeping clients compliant and out of trouble | Annual compliance review; proactive alerts |
Annual Client Review
The annual client review is the most important client retention activity. The review should cover: (1) value delivered in the past year (savings, compliance, outcomes); (2) current state of the benefits program; (3) priorities for the coming year; and (4) new opportunities for cost management or program improvement. The review demonstrates your value and identifies new opportunities.
Client Satisfaction Surveys
Pro Tip
Conduct annual client satisfaction surveys to identify retention risks before clients leave. Ask: (1) How satisfied are you with our advisory services? (2) Are we delivering the value you expected? (3) What could we do better? (4) How likely are you to recommend us to a colleague? Clients who are dissatisfied but have not yet left are your highest retention risk — identify them early and address their concerns.