Case Study: Wolters Kluwer Asia Pacific links NPS to revenue growth with Genroe

Wolters Kluwer Asia Pacific links NPS gains to revenue growth with Genroe

Wolters Kluwer Asia Pacific, a provider of subscription-based information services, sought to empirically prove the financial return on its investment in customer experience initiatives. The CFO/COO challenged the internal team, with support from vendor Genroe, to demonstrate a concrete link between their Net Promoter Score (NPS) program and key business outcomes like customer retention and revenue growth.

Genroe assisted Wolters Kluwer Asia Pacific in analyzing long-term data to connect NPS improvements to financial results. The solution involved modeling the correlation between rising NPS scores and retention rates, which led to significant organizational changes including a new sales model and a dedicated Customer Experience function. The Genroe-supported program successfully provided empirical evidence that improving customer experience directly drove incremental revenue, creating a strong business case that fostered a company-wide customer-centric culture.

Wolters Kluwer Asia Pacific