MedTech companies invest heavily in acquiring customers, but many still lack a clear strategy for retaining, expanding, and learning from them. Fortunately, SaaS and tech already solved this years ago through the creation of a commercial function called Customer Success.
In this episode, Rupal Ayer, Senior Director of Customer Success at Solventum, discusses why Customer Success should become a formal business category in healthcare. He explains how combining customer experience with customer outcomes can strengthen retention, guide enterprise decisions, and improve commercial performance.
Rupal also shares how Customer Success connects sales, marketing, and service around the customer journey while helping organizations move from transactional vendors to trusted advisors. And building a culture that translates customer reality into enterprise action.
Tune in to learn how embedding the voice of the customer at the center of enterprise decision-making can improve business performance and create better experiences for clinicians and patients.
Resources:
- Connect with and follow Rupal Ayer on LinkedIn.
- Follow Solventum on LinkedIn and explore their website.