5 Ways Clientshare Pulse Boosts Contract Retention for Enterprises

Tom O'Connell
October 18, 2023

Business people shake hands after successful contract retention due to effective Quarterly Business Reviews

In the competitive landscape of enterprise business, retaining valuable contracts is essential for long-term success. Enterprises must continuously find ways to ensure that their clients remain satisfied, engaged, and confident in the value they provide. 
Quarterly Business Reviews (QBRs) are the perfect opportunity to showcase your value, understand your clients’ needs and concerns, and act swiftly on feedback, but too often this process is inconsistent, deprioritised, or ignored, damaging retention prospects. 
Getting Quarterly Business Reviews (QBRs) correct is key to keeping your clients. So how do you ensure you do this? 
The tool that has emerged as a game-changer in this field is Clientshare Pulse. This innovative platform offers a range of features for creating and delivering best-in-class Quarterly Business Reviews (QBRs) that significantly impact contract retention.

In this blog, we'll explore five compelling reasons why Clientshare Pulse helps increase contract retention for enterprises. 


1. Reduce the risk of churn with a chance to action feedback immediately

Positive discussion during Quarterly Business Reviews (QBRs)

Churn is the ultimate nightmare for enterprises, as it not only means the loss of revenue but also damage to their reputation and a boost to their rivals. Clientshare Pulse offers a proactive approach to churn prevention by enabling enterprises to action feedback immediately. 

When clients express dissatisfaction or raise concerns through NPS or CSAT surveys, Clientshare Pulse facilitates the swift allocation of resources to address these issues. Whether it's resolving a service problem, offering additional training, or adjusting deliverables, taking prompt action demonstrates a commitment to client success.  

This proactive approach significantly reduces the risk of churn, as clients are more likely to continue their contracts when they see that their concerns are taken seriously and resolved promptly. 

However, you can’t always be ahead of the problem. 

Ultimately, the ability to act swiftly is crucial when it comes to retaining clients. Clientshare Pulse equips you with real-time alerts and notifications. You can set up alerts to be instantly informed if a client scores below a certain threshold or requests a call to discuss an issue. 

These alerts enable you to respond promptly, showing your clients that you're attentive to their concerns. Addressing issues promptly demonstrates your commitment to their satisfaction and can prevent problems from escalating to the point of contract termination. Clients appreciate the prompt manner of contact, and it strengthens their trust in your organisation. 


2. Combining Quarterly Business Reviews (QBRs) with regular NPS and CSAT scores for high frequency of feedback

Man looks at data from combined NPS CSAT and Quarterly Business Reviews (QBRs)

Feedback is the lifeblood of any client relationship. Regularly gathering feedback allows enterprises to understand client sentiment, identify areas for improvement, and proactively or immediately address issues.  
NPS is fairly standard across the board, however, it is often only sent exclusively to clients that account managers are preempting positive scores from. This doesn’t give you an honest reflection of account health and gives a far too generic average of your team’s performance. 
Traditionally, these surveys are sent out annually, resulting in low response rates and potentially biased feedback. Clients may view them as a chore and not provide honest or constructive feedback. Clientshare Pulse goes beyond traditional annual scoring by seamlessly integrating Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys into the platform. 
By combining NPS and CSAT surveys with Quarterly Business Reviews (QBRs), you create a context in which clients feel heard and valued. They're more likely to provide honest feedback, as they see that you're actively listening and acting on their input. 

As a result, you obtain a higher frequency of feedback from your clients. This real-time feedback loop enables quick course correction and demonstrates a commitment to client success, increasing the likelihood of contract renewal and setting you apart from your competitors. 

3. Gain complete visibility/transparency of account health across the business

Colleagues look at transparent and visible data thanks to Pulse Quarterly Business Reviews (QBRs)  dashboards

In the complex landscape of enterprise contracts, maintaining visibility and transparency into account health is crucial. Enterprises often manage numerous client accounts, each with its own unique challenges and opportunities. Clientshare Pulse offers a comprehensive dashboard that provides a 360-degree view of all client accounts in one place. 

With this complete visibility, enterprises can track client engagement, monitor progress towards goals, and identify potential risks early. Having a transparent view of account health allows for proactive interventions, such as assigning additional resources or addressing concerns promptly. By demonstrating a deep understanding of client needs and challenges, enterprises can strengthen their client relationships and, in turn, boost contract retention. 
With intuitive dashboards and reporting, you gain insight into which accounts are thriving and which ones need attention. This visibility empowers you to make data-driven decisions, identify trends, and strategically align and prioritise your services with your clients' needs. 

Whether you're a senior leader overseeing multiple accounts or an account manager responsible for specific clients, Clientshare Pulse ensures that you have access to relevant data. This level of visibility allows you to spot potential issues early and take proactive steps to address them, mitigating the risk of churn at the earliest opportunity. 


4. Creating consistent and high-quality Quarterly Business Reviews (QBRs) across all accounts

Woman presents high quality Quarterly Business Reviews (QBRs)

Quarterly Business Reviews (QBRs) are critical touchpoints for enterprises to assess the health of their client relationships, align goals, and discuss the roadmap ahead. However, creating consistent and high-quality Quarterly Business Reviews (QBRs) for all client accounts can be challenging. 
Consistency is key. Without a standardised approach to Quarterly Business Reviews (QBRs), different account managers may have various ways of presenting information, leading to confusion and potential dissatisfaction among clients. This dissatisfaction can quietly turn into frustration and ultimately result in an avoidable contract churn. 
Clientshare Pulse ensures that your Quarterly Business Reviews (QBRs) are not only consistent but also of consistently high quality. By sending out professional and well-structured reviews, clients are reassured that you take their business seriously, fostering trust and confidence. 

With Clientshare Pulse, enterprises can unify their Quarterly Business Reviews (QBRs) processes, ensuring that each client receives a consistent and professional experience. Templates, best practices, and data-driven insights enable teams to create impactful Quarterly Business Reviews (QBRs) tailored to each client's specific needs.  
Even if you can't schedule the meeting itself, Clientshare Pulse allows you to track the content you've sent, providing a tangible record of your efforts and commitment to your clients. 
This consistency in communication and value demonstration helps build trust and confidence, making clients more likely to renew their contracts. 


5. Prove consistent added value for your clients to keep retention

Contract renewal after value demonstrated during Quarterly Business Reviews (QBRs)

Client retention is not just about preventing churn; it's also about proving consistent added value. Fulfilling contractual obligations is the bare minimum where a competitor can simply offer the same service for less, leaving you vulnerable to negotiating on margin. However, negotiating on value is a different ball game. 
Clients want to see tangible results and a clear return on their investment. Clientshare Pulse equips enterprises with the tools to showcase their ongoing value and impact. 
Quarterly Business Reviews (QBRs) are the perfect opportunity to understand your clients better and align your processes with their goals and aspirations. By demonstrating how you have consistently gone above and beyond in a manner that supports your client’s strategic goals, you position yourself as indispensable when contract renewal discussions are due. 
Clientshare Pulse empowers enterprises to have data-driven conversations with their clients during Quarterly Business Reviews (QBRs), demonstrating how their solutions continue to drive positive results. This consistent proof of added value strengthens the client's confidence in the partnership, making them more inclined to renew their contracts. 

The platform allows enterprises to track and report on key performance indicators (KPIs) and milestones regularly. By providing clients with transparent and data-backed insights into the progress and outcomes achieved, enterprises reinforce their value proposition. 
Maintaining open lines of communication with senior leaders within your client's organisation is essential. Clientshare Pulse facilitates this by allowing stakeholders to request one-on-one calls with senior leaders from your side. This direct communication channel ensures that any concerns or strategic discussions can be addressed without unnecessary barriers. 

For senior leaders, having the ability to connect directly with stakeholders on the client side fosters stronger relationships and provides a platform to resolve issues efficiently. It eliminates the need for convoluted communication channels and ensures that problems are tackled head-on.

Business people applaud a successful renewal after using Clientshare Pulse Quarterly Business Reviews (QBRs) platform

Final thoughts 

In conclusion, Clientshare Pulse is a powerful tool for enterprises seeking to boost contract retention. Its features and capabilities streamline the process of conducting business reviews, collecting feedback, gaining visibility, acting promptly, and facilitating direct communication. By leveraging these capabilities, enterprises can enhance their client relationships, reduce churn, and ultimately achieve long-term success. Clientshare Pulse is not just a tool; it's a strategic asset for retaining and growing your client base. 

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Simon Blockley, CEO, Guidant Global, Impellam 

“Clientshare is now Guidant’s global platform for client engagement and has been instrumental in 95% contract retention and growing Guidant’s credibility within client accounts. Clientshare is now our global platform for client engagement and key contract retention.” 


What's next?

Want to know a little more about the Clientshare Pulse Quarterly Business Reviews (QBRs) product? Take a look at our short video below. 

This proactive approach significantly reduces the risk of churn, as clients are more likely to continue their contracts when they see that their concerns are taken seriously and resolved promptly. 

Discover exactly why 1 in 3 FTSE100 companies are using Pulse to improve their retention rates. Book your no-obligation 30 minute demo to see how we’ve transformed client relationships as the first and only digitised Quarterly Business Reviews (QBRs) platform provider. 

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Download our research whitepaper, 'The QBR Delusion'

We interviewed hundreds of buyers of Logistics, FM, Contract Catering, IT, RPO and BPO services from the UK and US. The research uncovers an undeniable feeling among buyers that their suppliers need to start delivering better QBRs if they want to keep their business. Learn more about how your customers think you're losing out on key opportunities with them today.