Being a multi-national company with offices in the U.S., Canada, and Europe, we often tease our colleagues about the way they spell words. Is it “favour” or “favor”? “Behaviour” or “behavior”? Here’s another one: What do we call it when we help customers solve problems, get the most out of their BaseSpace Clarity LIMS, and help them do things better or faster? Would you say we provide support or are we engaged in customer success?
Our customers would know the answer to this question. Recently, we visited with them and other friends of GenoLogics at our BaseSpace Clarity LIMS user group meeting in San Diego, immediately after ASHG. We enjoyed hearing about how they are using BaseSpace Clarity LIMS, including Illumina and how they are implementing HiSeq X™ Ten instruments along with BaseSpace Clarity LIMS to support the Genomics England project.
Jenni Taller from Beck’s Hybrids spoke about how BaseSpace Clarity LIMS enables their smaller lab to accomplish what bigger labs do. Meghan Hudziec and Kaylee Dollerschell from Baby Genes spoke about how they implemented BaseSpace Clarity LIMS quickly and are now using it to offer non-diagnostic newborn screening to parents. And Andy Katz from Genome Dx Biosciences spoke about how they are using BaseSpace Clarity LIMS and what additional capabilities his team needs to solve some of their biggest challenges. As with our last BaseSpace Clarity LIMS user group meeting, customers commented on the usability of the system, how straightforward it was to implement, and how great our support is.
What makes our support and implementation so great, they say, is that the team has domain knowledge about genomics and proteomics, many of them understand what it’s like to work in a lab, and the entire team is incredibly responsive. What we provide to customers is:
Customer success authority, Mikael Blaisdell, would say that we not only provide great support but that we are heavily engaged in practicing customer success. According to Blaisdell, customer success is integral to every process in a company and actively plays out when customers aren’t neglected after a sale or left to their own devices to get value out of a system1.
Given our debate over how to spell words, you may think we are hung up on what to call this support that we provide. Is it support? Is it customer success? Shakespeare may have spelled it out best: “What is in a name? That which we call support by any other name would be as great!”
We will continue to provide great support and endeavor –endeavour?—to make our customers successful. No matter what name we give it, this is something we all agree on.
Watch this short video in which a BaseSpace Clarity LIMS customer describes why support was a deciding factor in his team’s LIMS purchase.