Strategic Customer Retention – Hospital Laboratory in Northern Israel
Project Description:
During a proactive service visit, I identified early signs of potential churn when overhearing staff discussing a competitor’s upgrade offer. I initiated a meeting with the lab manager, and in collaboration with the Product Manager, we built a comprehensive retention plan including system upgrades, improved lab throughput, an additional analyzer, VIP-level service, and maintaining current pricing.
I personally managed all stages of the upgrade program – from logistics and site preparation to system implementation – ensuring zero disruption to daily lab operations.
Added Value:
Alertness and early detection prevented the loss of a strategic client. Strong interpersonal relationship-building secured trust, and personal ownership of the project ensured the client’s decision to remain with the company.