Our Client Experience

Walking the Talk

You’re reading this because you are a client, or you are considering engaging with Ventana Research and want to know what you can expect. We understand; after all, we’re in the business of providing guidance to organizations about how to improve their performance. We align people and processes with information and technology to allow people and organizations to reach their full potential.

We advise our clients to do what we ourselves do:

We listen,
we engage with you,
we align with your needs,
we continuously improve what we do,
and, bottom line, we deliver the value we said we would.

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The Ventana eXperience (VX)

The Ventana eXperience (VX) represents who we are as a firm. It reflects our philosophy and how our firm operates daily. And it is built into our mission statement:

“We pride ourselves on delivering uniquely insightful independent research and services
through a tailored, trusted and empathic client experience.” 

We do not take these words lightly. We believe there must be an empathic approach that extends across every touchpoint in the client journey, and that we must always act in accordance with five core principles:

1. We listen to your goals

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2. We engage with your team

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3. We align with your needs

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4. We continually improve our services

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5. We deliver on the value promised

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1. We listen to your goals

We talk to our clients. Perhaps more to the point, we listen to our clients. We work to maintain a human connection, as we believe you should expect nothing less. You come to us for a reason, and we start by understanding that – what you need, and what you want. Then we bring together a team of client success professionals and product and industry analysts to deliver on your needs.

2. We engage with your team

The foundation of every client experience is the engagement we have with our clients to ensure we deliver our services in the most efficient and effective manner. Our client success team, account directors and analysts interact with all the players on your team to ensure that you’re receiving the highest level of service and client satisfaction. We do the work to engage with your brand, and our firm is committed to promoting your work with us to our community.

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3. We align with your needs

We have had clients for close to two decades, which attests to the fact that we have learned how to align our work to our clients’ needs. We do that by taking the time to discover your challenges and goals and presenting services that specifically address them. We are serious about project management and review tasks daily and client relationships weekly to ensure that we deliver value and meet client expectations.

 

4. We continually improve our services

Our team assesses the services we’re providing and implements improvements continually. We are always on the lookout for ways to improve the design of our services to ensure the best possible client experience. Some ways we've continually improved: launched self-service meeting booking after seeing time wasted with scheduling, implemented video conferencing for better human interactions, automated contracts and digital signing to reduce time wasted with contract signing and approval, and released a client Ventana On-Demand portal to centralize premium tools and content for better client self-service.

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5. We deliver on the value promised and more

We know that going the extra mile matters. We have made sure that you are empowered to get the value you expect, across the entire client journey, and if there’s an area where we fall short, the remedy is only a phone call, or a mouse click away. We also continue to improve and add value to our services, such as adding access to our research through our Ventana On-Demand advisory service and providing embeddable versions of our educational focused digital content to our clients to ensure easy to access and read on mobile devices.

 

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The Ventana Research Commitment

Our commitment to our clients is to always deliver the Ventana eXperience. Your time and resources are limited and very valuable. We aspire to make best use of it in every interaction as you engage with our firm. We strive to give our clients the tools and technology to do things themselves and simplify interactions with our firm. We promise the honesty and transparency you expect. We may not always get everything right, but we are committed to make it right and ensure the highest level of satisfaction possible.

To monitor our performance, we use our Voice of the Client program to gather your feedback on a continual basis, from our satisfaction survey assessing all your interactions with our firm, to check-ins by our client success and account teams. With that feedback we can assess and apply improvements to benefit our clients today and in the future. Feedback is a gift, and we take it as such.

Our mission is to create a client relationship where each touchpoint with Ventana Research is a tailored, trusted and empathic client experience while we work together to reach your goals.

It is a pleasure for me personally and for everyone in our firm to engage with every client and be able to deliver the best possible satisfaction and the value expected. We have designed the Ventana eXperience to ensure you get the experience and value you expect. After almost two decades, we know that clients are the foundation of our firm, and our commitment is to ensure we help your company reach its full potential.

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Mark Smith

CEO & Chief Research Officer
Ventana Research

 

 

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