Is a customer satisfaction a valid measure of a project's success?
At Veeva, we don’t think so.
We look beyond customers’ satisfaction with our products. We are committed to our products making customers’ organizations measurably more successful.
Committing to Customer Success
Veeva has been committed to driving customer success since its founding. It is our top corporate value.
But it’s more than just a nice phrase to paste on the walls of our offices. We’ve injected this value into our implementation and services strategy. When you go live with our software, the partnership is just starting.
Working with some of the largest, most-regulated, and complex companies on the planet has taught us a lot about how customers generate the most value from our applications.
Our Customer Success Management (CSM) team uses these lessons to provide tailored guidance to our product, sales and services staff on how to increase the value each customer can get from their Veeva application(s). This service is provided at no additional cost to the customer.
Is Your Software Driving Measurable Success?
Are your current software vendors committed to your long-term success via their product? Or are they just selling you a piece of software?
Reach out to your vendors to inquire about their commitment to customer success. Ask for evidence of a true partnership.
Here are some questions to get you started:
1. How do you work with customers to align your product to achieving their organizational goals?
2. What are my options if your software is not helping my organization achieve our goals as intended?
3. How do you apply lessons learned from previous implementations to new implementations?
Mickey Landkof is a known expert in the field of quality management systems with over 25 years of experience in technical and sales engineering in highly regulated industries. For the last seven years, Mickey has worked with market-leading SaaS companies focused on quality management systems, environmental health and safety, and document management.