Article | March 13, 2019

Client Centricity In The Changing eClinical World: A Different Approach To Service And Communication

Source: Cenduit LLC

By Kevin Landells, Vice President of Project Management

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How does an eClinical technology provider consistently achieve near 100% client satisfaction? Ultimately, it comes down to the level of service our people provide to each client, on each study, every day.

I’ve been in the biopharma industry for over 20 years, in multiple client-facing and project management roles. I’ve learned that technology has to be strong, but building a successful business is about the people behind the eClinical platform.

I came to Cenduit to support the company’s mission to build and maintain what could be considered the strongest Project Management team within the industry, with world-class PMs and global/localized client service 24/7/365. We have high expectations of our people, technology and services. As part of a high-performance culture, we constantly raise the bar in the level of standards we’ve built. Ultimately, it comes down to our corporate value statement:  “Do the right thing, always.” That’s for sponsors, sites, integrations partners, and the patients we are serving – and it starts with asking the right questions.