How Customer Experience Aids Clients to Create Robust, Efficient, and Cost-Effective Research Operations

We recently spoke with Bob Moore, Head of Customer Experience to find out how he and the other 250 people in the organization dedicated to serving the needs of Revvity Signals’ customers ensure they help provide continuing value to the software and services we offer.

Read on to learn how his team helps to support the ongoing success of our customers.
 

Bob, can you tell us a bit about yourself and what drew you to work at Revvity Signals?

Well, I come from a strong background in data visualization and communication. What brought me to Revvity Signals was the dynamic combination of the people, the technology, and the mission.

In my leadership role I use my passion for meaningful communication to amplify our mission, which is to make the world a healthier place by providing software and solutions that help companies bring therapies and drugs to market. I was incredibly enthusiastic to join the organization some eight years ago. That enthusiasm has grown significantly over my time here and I am certain it will continue to grow.
 

What would you say makes Revvity Signals software stand out in the marketplace?

There are three things that I believe differentiate Revvity Signals. The first is our product portfolio. The second is our people. And the third is the continual and positive interaction between our various teams and our customers.

Sometimes, clichés exist for a reason, and in our case one plus one does equal more than two. If we look at our product portfolio, we have a series of products that our customers routinely tell us not only have deep scientific depth and breadth, but are a joy and easy to use. This is all delivered in a highly relevant Software as a Service model.

Within our customer experience organization, we have a range of people with deep scientific, technical, and project management experience who are dedicated to our customers’ success. This synergy between our talented, committed people, our world-class products, and our valuable services is what sets Revvity Signals apart.
 

Talk a little bit more about the Customer Experience organization at Revvity Signals.

We are a global organization of more than 250 people who are highly trained in science, technology, and project management dedicated to supporting the success of our customers. This team works in four functional areas: field application scientists, professional services, customer success, and customer support.

Our Field Application Scientists focus on the capabilities and value that our products provide. Professional Services works hand-in-hand with our customers on the implementation and integration of our software.

The Customer Success team supports our customers with continuing education, and helps them leverage the capabilities and value Revvity Signals provides for their specific needs as their projects and companies grow.

Finally, Customer Support is our team of troubleshooters who come in to resolve issues and ensure that our customers’ projects continue moving forward. While all four functional areas provide different services, they all come to their work with the same overarching goal: to help our customers create more robust, efficient, and cost-effective research operations.
 

What will be some of the key activities in the business unit over the next six to 12 months?

Globally, we have an ongoing series of product-focused consortiums to gather detailed feedback on our performance, which then feeds into our product development cycle. In addition, we have high-level executive support for our customer advisory boards, which also feed directly into our product development functions.

Of course, we have ongoing activities to support product releases, as well as educational assets that we are always producing. But in addition to highlighting specific features, or capabilities, or communicating about an upcoming release, we want to continue to provide a higher level of customer engagement.
 

Finally, how does your management style support this culture?

As with the other 250 people in the organization, I am dedicated to the success of our customers. I am at ease working with people at all levels to help achieve it.

In my management style, I believe in leading by example, showing my team that I'm right there with them. I frequently solicit input valuing diverse perspectives to help make well-rounded decisions. Building consensus is key for me, as it fosters a sense of unity and shared purpose. I'm also not afraid to take risks, regularly encourage innovation and put an emphasis on career growth.

This approach not only helps in achieving our goals but also creates a positive, collaborative, and dynamic work environment.

For more information about Revvity Signals, contact us here.

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