Conference Presentation

Achieving 99% Customer Retention and Creating Customers for Life in the Healthcare Vertical

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At Imprivata we are not a B2B company, we are a B2H2C (Business to Healthcare to Clinician) company. We understand the complexities and the nuances of the healthcare vertical and what it takes to drive innovation in arguably the most complex technology setting in the world. Our mission is to increase the security of personal health information while ensuring clinical end users have the information they need at the right moment in their patients care journey. Our common rally cry is "Create customers for life", which is not just one departments goal, it's a company goal, and one our Customer Experience organizations lead our efforts on cross-functionally. Through deep understanding of the market, customer experience journey mapping, and successfully applying a LAER methodology we can share our framework and best practices that have resulted in 99% customer retention and a rise in NPS from 16 in 2012 to 62 in 2018.

Presented By:

Carina Edwards

SVP, Customer Experience & Corporate Development, Imprivata

Publish Date: October 17, 2018

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