Who You Gonna Call? How to Leverage Your Client Relationship Manager When the Going Gets Tough


Guest Blog from Michelle Brown, SVP, Client Services, Viverae

Solving the workplace wellness puzzle can be difficult, even in the best of times. With so many variables to consider, crafting a program that genuinely excites employees, improves their health, and yields meaningful results can sometimes make a hike up Mount Everest look like a casual stroll through the park. 

Making matters even more frustrating are issues like compliance, communication, and engagement. All of which can affect even the most meticulously planned program.

One slight misstep, and your entire house of cards can come tumbling down as unintended consequences undo the progress you worked so hard to achieve. That’s where your Viverae client relationship manager (CRM) comes in.

CRMs are tactical execution experts and strategic thought leaders. They are experts in wellness program delivery and have firsthand experience with what works and what doesn’t when it comes to program design.

Here are a few quick tips to help you get the most out of this valuable relationship.

Establish Goals: Before a CRM will help you achieve success, they will want to understand your wellness program goals and objectives. Are you trying to address a specific condition in your workplace? Improve engagement numbers? Successfully transition from a participation-based program to an outcomes-based program? It is important to discuss these goals in detail with your CRM, and let them know what metrics you will use to measure success. 

Collaborate: The best CRMs are valuable resources for your HR department and collaborate with your team to seamlessly integrate the wellness plan into your workplace culture. Of course, that means that you should work side-by-side with them and share vital information so they can offer the guidance you need.

Meet Regularly: Setting up regular meetings is essential to building a strong relationship with your CRM. They will shed some light on the challenges you’ll need to address going forward, and will discuss various strategies to help you overcome them. They also make sure that you have everything you need to promote your program and optimize employee engagement.

Be Receptive to New Ideas: A good CRM will work hard to understand your industry, organization, and company culture. You can bet they’ll keep an open mind and listen to any ideas you may bring to the table. Be sure to return the favor, and keep an open mind when they offer suggestions. CRMs have years of experience working with organizations just like yours, are expert problem solvers and have a clear understanding of the most effective ways to achieve your goals. 

Plan Ahead: Deadlines have a way of creeping up on all of us. That’s why it’s important to let your CRM know in advance what you’re planning, so they can help you create a roadmap for the months ahead. Doing so can ensure that you set the right expectations, meet your deadlines, and hit your goals throughout the program year.  

You may be a rock star when it comes to employee benefits, but even Michael Jordan needed a Scottie Pippen to dish things out to from time to time. Executing a wellness plan that hits on all cylinders can be difficult. But building a strong relationship with your CRM will give you the support and guidance you need to achieve your wellness goals.

For more helpful tips, be sure to talk to your CRM and ask them how to get the most from your relationship.


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