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Posted in | Nanofluidics | Nanobusiness

Microfluidics Completes First Phase of Transition to a More Customer-Centric Organization

Published on November 3, 2008 at 11:18 AM

Six months after consolidating a number of customer-facing functions under its first vice president of customer success, Microfluidics has completed the first phase of its transition to a more customer-centric organization. In addition, the worldwide provider of high shear fluid processors has deepened its domain expertise by hiring a senior marketing manager with biopharmaceutical industry knowledge.

Microfluidics' unique organizational structure unites product management, marketing, customer support and a parts and services business unit under Mary Anne North, Vice President of Customer Success, in order to ensure the success of Microfluidics' customers around the globe and across their entire experience with the Company. With that objective, the Company's early customer success initiatives have included:

  • Appointing Dave Gucwa as Product Manager, to benefit end users by capitalizing on his customer, application and product insights developed through 20 years in sales and technical roles at Microfluidics
  • Launching new process consulting and advisory services and preventive maintenance contracts, to help customers innovate by sharing technology and process expertise and ensure their successful ongoing use of Microfluidizer® processors
  • Beginning a university program, to further serve a constituency with which it has worked closely since the Company's founding
  • Expanding its customer support team, surveying customers, and increasing communications

“Microfluidics continues to build a culture and a company where the customer is always the focus,” noted Ms. North. “Microfluidics succeeds by ensuring that our customers succeed, through developing innovative products and services that meet their evolving needs and fully supporting their use of those products.”

Kris Sarajian recently joined Microfluidics' customer success team as Senior Marketing Manager, after marketing roles at PHT Corporation and information technology infrastructure provider Akibia. PHT is a fast-growth market-leading provider of electronic patient reported outcome (ePRO) solutions used by biopharmaceutical and medical device companies in clinical trials around the world. Although Mr. Sarajian will help Microfluidics to better communicate with its customers across all industries, his biopharmaceutical industry knowledge in particular helps Microfluidics to support its extensive customer base in those industries.

“Given its strong industry reputation, enormous installed base of more than 3,000 units worldwide, and redoubled emphasis on customer success, the decision to join Microfluidics was an easy and exciting one,” said Mr. Sarajian. “I look forward to working with the dedicated Customer Success team to share stories of how forward-thinking companies in the biopharmaceutical and other industries are using exclusive Microfluidics technology to innovate new products, develop novel therapies and improve quality of life.”

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