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Hinge Health Demonstrating Program Value

Strengths flexed: Strategy

Background

The Hinge Health client base represents a significant percentage of revenue, approaching 70% in 2023. To date, we’ve been successful at protecting that base, with a 99% retention rate. However, with increasing pressures from competition paired with an economic environment that is forcing our clients to revisit their budgets, we needed to uplevel our efforts to defend and extend our book.

My Approach

To solve for a retention rate at risk, an offensive approach needed to be taken to intentionally build stronger relationships and effectively demonstrate increasing program value to our clients.

 

  1. Redefine value proposition and core messaging to tell a compelling and proven financial and human ROI story, backed by third-party validated insights  

  2. Support and empower the Client Success team with training, tools, and a suite of enablement resources including playbooks, messaging and objection-handling guides and product assets 
     

  3. Increase stickiness and preserve, nurture and strengthen relationships through First Movers, a rewarding advocacy experience 
     

  4. Drive product and value awareness by delivering a steady cadence of content through campaigns, newsletters, webinars and events 

Impact
(Since Kick-Off)

40%

increase in team confidence

in less than 3 months

50%

of the top 25 accounts

secured as First Movers

73

NPS score achieved

for Client Movement event, compared to 53 average

25%

new logos added

to First Movers Advocacy Program

30%

more referenceable clients created

enabling a 5% increase in closed/won deals

100%

new product adoption

and maintain 99% retention (on track)

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