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Customers talk, we listen: what customer success means to IDBS

When a customer buys one of our products, we want, and believe our customers deserve, more than a one-off, one-way transaction.

At IDBS, we value the strong relationships we work to build with our customers and we want to make sure they feel supported throughout their journey when choosing our products. Listening to what our customers have to say about their future direction and needs and applying that feedback to our offering, enables us to demonstrate our commitment to their success.

We’re there to understand our customers’ needs and goals, and guide them towards their desired outcomes – ultimately improving their time to value. Through healthy conversations, we aim to understand any blockers and help our customers get the most out of our products, ensuring they can continually realize and improve their return on their investment (ROI). So how do we do it?

Creating a custome r-centric culture at IDBS

As part of Danaher, one of our core values is ‘customers talk, we listen’. This is exactly why IDBS has created the customer success function at IDBS. We want you to be heard and be able to add your voice to our conversation. We believe that being a truly customer-centric organization will ultimately ensure your success and ours.

Another is ‘the best team wins’ and we take this approach seriously when it comes to making our customers successful. Most important, is ensuring our customers want, and are empowered, to work with us as part of one team.

Jonathan White, Vice President Customer Success, IDBS, explains, “We want to build a truly customer-centric culture within our organization at IDBS. Our customers should get benefit from their interactions with us from the very start of the sales process, throughout their life with us.”

Customer success is what transformed our relationship with IDBS from a one-time transaction to a long-term partnership. With customer success, we accelerated our ROI, enabled new opportunities we didn’t even realize were possible during system implementation, and instilled confidence in E-WorkBook as a strategic tool for our future growth.”

IDBS customer

Our customer success ethos

We believe that customer success should underpin the entire customer journey: end-to-end.

Of course, the ability to make our customers successful is hugely dependent on our technology. But, without incorporating important feedback from our userbase, that success can be limited.

“Our customer success model ensures that at IDBS we listen to our customers, understand what parts of our platform they enjoy using and in which parts they’d like to see some improvement,” says Christine Zubris, part of the customer success team at IDBS. “We ensure this feedback makes its way into the appropriate groups within IDBS to feed into our Product Planning Team.”

Customer success team member, Laura Swift, agrees: “By establishing relationships, we can better understand our customers’ end goals and how we can work together to establish the best path for them to achieve these goals. IDBS’ ability to provide that path lies in both our products and our people.”

Building trust within our customer base

Getting the most out of tools and applications can be hard, if you don’t know what the potential is. At IDBS, we aim to interact with business and IT groups across a variety of personas, from the end-user all the way up to the head of the department, or the VP of an organization, and to guide the users towards realizing that potential.

“Businesses have many factors that change over time,” says J.T. Kaminski, part of the customer success team at IDBS. “This is both internal and external influencers on their strategy, the investments, the science they do, and the types of collaboration they take part in.

“By ensuring a dialogue always remains open with our customers, we can ensure that the years of specialist knowledge we have at IDBS finds its way to the people who need it most – and at the right time for that knowledge to be effective with our tools.”

“It’s great that you’re taking to me, and not just trying to sell me something.”

IDBS customer

Customer success within IDBS is not about selling – our focus is around building trust and loyalty within our customer base, and the only way to do that is by helping customers achieve their desired outcomes with successful, industry-leading products, that are deployed and supported by the entire organization, including our professional services, training and education, and customer support teams.

“The key goal that we set ourselves at IDBS is about helping our customers realize what they want to do,” says Kaminski. “How do we get customers to a point where they are really getting value? And can we demonstrate to them that they are getting value out of the investment they made?

“We’ve changed our focus from giving a presentation of what a customer could do with the tool, to asking ‘what are you actually doing in the lab?’ And ‘how is the problem relevant to you as a user?’ We can then provide a more focused group update on the capabilities of our tools, so that there isn’t this ambiguity between selling and servicing our customers.

“It’s about insight and awareness,” continues Kaminski. “If IDBS is gaining insight into how the products are being used by the customers or used in the wild, then we’re helping to raise awareness for those customers of what they can do, what they have available, and how they can realize the potential of the tools that they have in their toolkit.”

One way we do this is through i3: our annual customer meeting, which this year will be held in London, UK and Nashville, TX, USA.

i3 takes place over two and a half days, bringing the IDBS user community together to share ideas, gain insights and, ultimately, innovate.  IDBS customers attend i3 each year to learn, connect with their peers, receive advanced training on our E-WorkBook platform, and partner with us, as we continue to work toward advancing scientific discovery. This is not a sales event – this is about you: our customers and users.

The importance of a two-way relationship

Customer insight is vitally important to IDBS. It impacts how we develop software, how we test software and, ultimately, how our software is released and then used.

“We provide more than just a suite of products for our customers to use,” says Swift. “We also provide expertise in helping them find the best path to achieve their goals and success. The people involved in these endeavors always span across several departments within IDBS – sales, solutions, delivery, education services, support and product.”

We know that lots of our customers spend a significant part of their time interacting with their data – and some of our customers are using IDBS applications every day. But every time we speak to a customer, we learn something new about how that product is being used. And ensuring our customers feel they can be honest, is key to their, and our, success.

“We have long and strong relationships with some of our customers, I think they’re very open with us, they’re very candid,” says White. “They’re willing to talk about the challenges they’re having, the tactical problems they’ve got, and the problems that are stopping them to realize the potential or the value that they want today.

“As we help them solve those problems, they’re more willing to talk about longer term challenges that they see within their own business.”

Long-term dialogue, long-term value

By interacting with customers on a more regular basis, we can uncover other issues and challenges that they may have, or opportunities where they’re not using our software to its full potential to drive their business forward.

“With regular check-ins and communication, customers begin to understand that their success is our success,” says Zubris.

“Our scientific applications are used daily by scientists across our customer’s organizations; we want to ensure their experience is consistently positive and, if there are any challenges to using our software, that we address them together.”

White agrees. “We should focus on making sure we are interacting with customers regularly and helping them continually improve on the ROI that they make. Even 5 or 6 years after their investment, we need to be working with them so that they’re still getting value from IDBS’ products and services.”

It’s all about the customer

Working with a vendor should be a partnership for customers, explains Kaminski. “Both teams have goals and can benefit from the support of the other to make the relationship a success. And a healthy partnership is one with open dialogue and understanding of each other’s objectives.”

And, for IDBS customers, what is the end-result of getting that relationship right?

“We’ve seen instances where customers have essentially been able to help get drugs to market quicker and make them more efficient and more effective within their R&D processes,” says White.

Swift concludes: “Working together as a team we’ve been able to make our customers so successful that they continue to work with our products, expand their product usage, attend IDBS events, and recommend us to others.

“The most rewarding part of my job is providing our customers with solutions to not only make their jobs easier, but give them the ability to perform their work and access data in ways that weren’t previously available to them.”

Want to know more about customer success at IDBS? Contact Jonathan White here.

If you would like to attend i3 2019 click below to register your place. Register by 31st May and you can save 40% off the Standard and All-Access Passes.

i3 London i3 Nashville

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