Success in professional services goes beyond meeting goals—it’s about creating value and lasting impact for clients. Achieving this requires effective clinical trial project management, customer engagement, and continuous improvement. By understanding client needs and fostering strong relationships, we ensure the delivery of high-quality solutions and long-term success.
To achieve this level of success, it's essential to follow a structured approach that guides both teams and clients through each phase of the journey. Below, we outline the three key Customer Success Management (CSM) stages that ensure a smooth and successful experience from start to finish.
The 3 key Viedoc CSM journey stages
- Kick-off stage: this stage involves initial meetings with customers to set the tone for the project. It includes presenting a Kick-Off Deck that helps align the client with the teams they have access to and their primary functions. We also go through any pertinent information like timelines, expectations and or reservations. This allows the Customer Success team to understand what the client values most and allows us to intervene should something be unrealistic or we have a different idea to propose.
- Study build/support stage: during this stage, we focus on building and supporting the study or studies at hand. This includes partnering with whoever is in charge of leading them through Designer training or staying close to the Project Manager (PM) should they require any outside assistance. Allowing these team members to do what they do best and acting as support creates a more efficient onboarding process.
- Project management stage: this final stage encompasses managing the customer's project(s), including handling change requests, collecting feedback, conducting quarterly stakeholder meetings, and concluding studies in alignment with recognized clinical trial standards like those outlined on ClinicalTrials.gov.
These stages are designed to ensure a smooth and successful journey for our clients, from the initial kick-off to the completion of the project. As clients become more self-sufficient, our level of engagement adapts. Think of us as the Mary Poppins of Viedoc; once you've learned all you can from us, we will go to help another family in need.
Advantages of Customer Success
Partnering with Viedoc’s Customer Success team unlocks several strategic benefits for Contract Research Organizations (CROs) seeking to scale and streamline their clinical trial operations.
Enhanced collaboration and communication
- Continuous communication: regular interactions between the Sales, Support and Success teams, ensure that the voice of the customer is consistently relayed. This helps in understanding customer needs and addressing them promptly.
- Proactive engagement: Success teams proactively engage with customers to gather feedback and understand their needs. This helps in refining our programs and ensuring they meet customer expectations.
Improved customer experience
- Personalized support: CROs in our Viedoc CRO Partner Program are assigned a dedicated Customer Success Manager. Value for this service is mostly felt in the beginning stages of the relationship and the more you, the client puts in, the more you get out of the relationship we build.
- Confidence building: customers feel listened to and confident knowing the roadmap, seeing it followed, and witnessing features being released. Having a trusted advisor on the inside is priceless and gives a great sense of comfort knowing they have your best interest in mind.
Efficient resource utilization
- Access to expertise: customers have access to various teams, including Professional Services, technical support, training, and product management, ensuring they get the right expertise at the right time.
- Streamlined processes: clear documentation and Standard Operating Procedures (SOPs) streamline processes and ensure consistency, making it easier for customers to navigate and utilize our services when all teams follow the same standards. We are always iterating and seeking new ways to improve and having these procedures in place allows us to isolate what is and isn't working.
Strategic focus and long-term success
- Tailored engagement: our white-glove service approach for strategic clients ensures long-term satisfaction through tailored support and sustained relationships.
- Ongoing training and support: regular training sessions, Q&A sessions, and advanced training in specific areas help customers continuously improve platform proficiency.
Increased customer satisfaction and retention
- Voice of the customer: continuous communication ensures that the customer's voice is heard, and their feedback is incorporated into our product development and service improvement.
- Long-term partnership: by maintaining strong relationships, providing ongoing support, and anticipating future needs, we foster lasting partnerships with our customers.
Sustained success for CROs
Customer success is not a department—it’s a philosophy that drives how we collaborate, communicate, and deliver value. Through structured stages, tailored support, and continuous dialogue, we ensure that CROs partnering with Viedoc are empowered to succeed not just in a single project, but in their long-term mission.
Ready to partner for success? Contact our team or explore our Viedoc CRO Partner Program.
