There's a lot going on in the healthcare market these days. This sector—which was never exactly a model of stability to begin with—has been particularly impacted of late by changes in technology, changes in policy, and changes in the way everyday users view healthcare and interact with it. Moreover, one change often follows from another, and ContinuLink is showing us a great example of that precept in action by adding Jeremy Crow to its senior management team.
This move came as the result of substantial growth in ContinuLink's main operations, including homecare agency management software that operations largely on the Web. In recent months, ContinuLink has added elements of its product line to operations in six different states, with a particularly impressive 39 different Medicaid home health agency clients involved. That's a pretty substantial uptick in operations, but that led ContinuLink to realize that it was going to need some help in terms of support and implementation. So ContinuLink turned to Crow in order to get that new edge in terms of support and implementation.
Crow is particularly well-suited on this front, as he brings fully 17 years of experience to home health care technology, and has previously been seen managing both implementation and customer support teams on another healthcare product somewhat similar to ContinuLink's. Crow himself noted he was “excited to be back in the post acute home health care space and especially with ContinuLink, where there is potential for significant growth.” Scott Overhill, ContinuLink's president, followed that up by saying that Crow's “...knowledge and experience in implementation and support will be of great importance to our company as we continue to strengthen our customer acquisition and retention strategic approaches.” As further support of this point, ContinuLink was reportedly added to the board of the National Council on Medicaid Home Care, itself part of the National Association for Home Care.
It's one thing to get in plenty of new customers; it's actually a very important part of any business one cares to name. But getting new customers can often be done with the use of special pricing or even just particularly eye-catching advertising. Keeping the new customers brought in, meanwhile, requires a very careful attention to product quality and a clear commitment to after-sales support. That's what ContinuLink likely looks to do here with the addition of Jeremy Crow to the lineup, and given Crow's background in customer support and implementation; it's likely to be the kind of move that helps fuel growth for the company in the long term. ContinuLink has already demonstrated an ability to get customers on the strength of its product line and attendant marketing measures—the sheer number of customers added lately proves that much out—now it will be an issue of keeping the new customers brought in while continuing to bring in newer customers, and that's going to be a point for implementation and customer support to step up and lead the way.
Keeping customers can be a difficult practice, but with proper diligence after the sale, keeping a customer happy—and by extension, keeping a customer period—can be a much simpler exercise than some may think. ContinuLink, meanwhile, appears quite dedicated to the idea of keeping customers, and that's one of the better measures of long-term health there is.
Edited by
Cassandra Tucker
