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At Definitive Healthcare, we realized early on that we needed a Customer Experience (CX) department that could focus on the value delivery of the product rather than having a team that also needed to care a quota, close new business, and handle the customer experience.
Definitive Healthcare's goal in building out this incredible department was to create a sector of the brand that focused solely on advocating for every client. Our department’s mission is to "Deliver a world-class Customer Experience" by ensuring that each of our clients can find continued success while using the platform. With clients in the pharmaceutical, biotechnology, medical device, healthcare technology, provider, consulting, financial, staffing/recruiting and facility services segments, the CX department is responsible for delivering the platform's value to every customer.
The CX department is made up of the below teams who each serve a different but critical function:
- Customer Success: Builds and nurtures long-term client relationships and continuously maintains credibility for Definitive Healthcare if data integrity or delivery challenges occur.
- Customer Support: The first line of contact to mitigate customer issues and works with sales, customer success and product teams to effectively triage requests to appropriate individuals.
- Customer Training: Builds a superior understanding of client use cases by segment and provides specialized group and one-on-one trainings.
- Integration: Works with new and existing clients to determine the best way to integrate data into their internal systems.
- Onboarding: Onboards and trains new customers across multiple verticals and have varying levels of business sophistication.
- Customer Operations: Tracks and coordinates renewal activities and supports sales efforts through targeted research and intelligence pertinent to client renewals.
Most recently, the CX team created the Customer Operations team to focus on the post-sales go-to-market teams solely. As of lately, there has been an increased focus on documentation to ensure that all internal changes are processed and kept in corresponding handbooks to provide a single source of truth on information for the CX department. The Customer Operations team is crucial to executing extensive onboarding, ensuring that all team members are equipped with the most up-to-date company policies and procedures.
As a result of the teams’ efforts, Definitive Healthcare has grown substantially over the last 10-years – both in terms of the numbers of employees and customers. The CX department is devoted to customer satisfaction and has achieved a 95% Customer Satisfaction Score (CSAT) rating based on 40,000 customer tickets in 2020 and 2021. This score is much higher than the average U.S. computer software customer satisfaction benchmark of 75%-85%. The team also successfully onboarded numerous new customers and executed over 11,000 customer calls (trainings, business reviews, adoption calls, professional services and CRM calls) throughout 2021.
Outside the work with customers, the CX department plays an instrumental role in shaping the internal company culture at Definitive Healthcare, spearheading numerous internal programs, from our community service outreach program to our diversity, equity and inclusion groups, to improve employee retention across the company
Close to 75% of the CX leadership team has been promoted during their tenure at Definitive Healthcare, a testament to the company's career advancement opportunities for the team.
The company has created the program "DefinitiveCares," which encourages employees to work with their choice of 40 different charitable organizations. The organizations range from those that support the homeless, to hunger and healthcare. The program has had 100% employee participation in 2020 and 2021. Additionally, 24% of Definitive Cares employee ambassadors are members of the CX department.
Finally, Definitive Healthcare emphasizes diversity, equity, and inclusion through its affinity groups. These groups are meant to improve cultural competency and promote a sense of community, belonging, and understanding at Definitive Healthcare. The CX team currently leads or founded nearly 75% of these groups.
