Customer Success: A Definitive Model For Accelerating Clinical Research

A clinical trial technology's customer success model must relate the technology to practical uses and interpersonal interactions. A customer with reliable technical support can embrace and adopt new technologies, as well as take advantage of benefits faster because they’ve had questions answered quickly and spent less time figuring out an issue on their own.

To keep inquiries at a minimum and the trial on track for success, it’s crucial that clinical study technology platforms are easy-to-use and efficient. In a 2020 report by Zendesk on customer experience trends experts wrote, “High-performing teams are twice as likely to use an omnichannel solution that combines support, self-service, chat, or phone.” Not only does this metric illustrate the variety of support that most technology users expect, but it also speaks to different learning preferences and knowledge levels that should be considered in support program designs.

Gain insight from this multi-dimensional customer success model to meet customers’ expansive range of requirements and needs.