Behind every successful customer relationship is a team focused on delivering value, building trust and helping organisations get the most from LOGEX.
Since joining LOGEX as a Customer Success Manager in January, Rebecca has focused on helping NHS organisations gain the greatest possible value from their investment. While technology plays an important role, she believes strong relationships, trust and understanding create customer success.
“Every customer is different,” Rebecca explains. “My role is to understand their priorities, challenges and goals, and help them achieve the outcomes they are looking for.”
Being the voice of the customer
Rebecca acts as a link between customers and teams across LOGEX. Whether she is working with consultants, product teams or commercial colleagues, her priority is making sure customers feel heard and supported.
"Our role at LOGEX is to ensure the needs and goals of our customers are represented across the organisation," she says. "Customers need to know they have a team behind them, advocating for their success and helping them get the most from their investment."
This is particularly important as NHS organisations face increasing financial pressure and need to demonstrate value from every pound they spend.
“We need to help customers achieve measurable value from the solutions they buy from us.”
Taking a proactive approach
One of Rebecca’s priorities is helping LOGEX build a more proactive approach to customer engagement.
“We want to have the right conversations at the right time,” she says. “If we understand our customers’ priorities earlier, we can identify potential challenges sooner and provide the support they need.”
That approach recently contributed to a successful National Cost Collection (NCC) initiative. Rebecca contacted customers ahead of key deadlines to understand how prepared they were and identify where additional support could help. These conversations led to several consultancy projects and connected customers with LOGEX expertise when they needed it most.
“It showed customers that we are here to help solve problems and support them, not just provide software.”
Helping customers gain more value from data
Rebecca has also seen a growing interest across the NHS in using data more effectively.
“Customers are increasingly asking how they can use data to support improvement across their organisations,” she explains. “They are looking at productivity, benchmarking, analytics and transformation programmes, not just reporting.”
Helping customers realise these broader benefits is becoming an increasingly important part of the Customer Success role.
Earning trust every day
Rebecca believes organisations should never assume customer loyalty.
For us, customer success is about ongoing partnership," she says. "We work to demonstrate value every day by understanding our customers' challenges, supporting their ambitions, and helping them realise the full benefits of working with LOGEX
For Rebecca, that is what makes Customer Success rewarding.
“My favourite part of the role is building relationships and helping customers succeed,” she says. “Knowing you have made a positive difference and that customers trust you to support them is incredibly rewarding.”
At its heart, Customer Success is about making sure every customer knows they have someone in their corner who is committed to helping them achieve their goals.