Enhancing the Precision Medicine Journey

Five Focus Areas for Our Chief Customer Officer 

The role of a Chief Customer Officer is relatively new in the industry, with Chief Customer Officers being added to the C-suite over the last decade. According to Gartner, 25% of companies added an executive role focused on customer experience in just a 2-year period. This shift has happened as companies realize the importance of having a focused, purposeful partnership with their customers throughout the lifetime of their relationship. Both parties achieve the full potential of the partnership only when there is an ongoing, bi-directional sharing of ideas and knowledge, while co-creating solutions that solve critical problems.  

With the introduction of the Chief Customer Officer role at Velsera, our CEO, Jamie Littlejohns, has made a bold statement about the continued importance of our customers and their success. I am excited to build on our customer commitment and to enhance the customer experience. For me, the practice of customer success management is knowing our customers & their domain space in a way that allows us to provide what is needed, when it is needed, often before the need is even articulated. At Velsera, this means focusing on five key areas of the customer journey. 

Partnering in your precision medicine journey

Our team of experts works with hundreds of labs and thousands of diverse researchers each year. Whether your focus is identifying novel biomarkers, understanding responders vs non-responders, or testing to prioritize meaningful variants and applicable therapies and clinical trials, our pros have the experience, expertise, and exposure to market trends to act as your sherpa as you work towards your objectives. That means providing detailed guidance at every step of your journey built on best practices and industry requirements formed from lessons learned from our 180+ scientific and bioinformatics experts working with hundreds of customers like you. 

Understanding your unique requirements 

We recognize that our customers have many unique requirements to meet their lab or research-specific needs, and sometimes guidance is not enough. That is why our experts can leverage their in-depth knowledge of the domain space to design solutions specific to your objectives, ensuring they follow the same guidelines and lessons learned that led to successful projects in the past for other customers.  

Sharing actionable insights as the landscape changes 

The field of precision medicine is rapidly evolving. Breakthroughs in research, analysis methods like Machine Learning & Artificial Intelligence, new tooling, advancements in testing, and regulatory changes can be difficult to keep up with.  Our team of industry experts stays up-to-date on the latest trends and rulings so they can navigate the changing landscape, including gathering information from regulatory agencies, and our customers, to gain additional perspectives. Velsera is committed to providing our customers with actionable insights on these changes and to provide recommendations on how to adjust.  

Educating our community 

As research, techniques, and products change over time, we want to lower the barrier for individuals to come up to speed and then to stay up to date. Learning is a never-ending journey, and we see the opportunity to provide continuous education materials to our community. This can take on many forms, from small, bite-sized content like short videos, articles, or blogs to longer classes or in-depth certification programs. Our goal is for each role in our community to have access to the right breadth and depth of educational materials to help them stay at the cutting edge of their space. 

Accelerating achievement of your objectives 

With our knowledge of the industry, changes & trends as well as input from our customers, we will continue to provide innovative products that evolve based on our customer needs. As your needs change, so will our products – allowing you to maintain best-in-class offerings.  

Our team will continue our focus on the customer experience as we enhance the customer journey over time and innovate with our customers. Feedback is critical to both our success and the success of our customers, so please be open in your sharing with us. I welcome anyone who wants to reach out to me to start a discussion – I look forward to hearing from many of you.