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Delivering Customer Success in a Time of Crisis, Part 2

Delivering Customer Success in a Time of Crisis, Part 2
Learnings and Insights from Vendor Interviews

Authored by: Niel Oscarson and Elizabeth Pew June 9, 2020

As healthcare organizations have battled on the frontlines to keep the COVID-19 pandemic in check, they have turned to their HIT services and technology vendors for help, seeking expertise and resources, innovative solutions, and flexibility in contracting, deployment, and payment. Many HIT vendors have answered the call and are doing their best to meet customer needs. Based on interviews with 102 HIT technology vendors and services firms, this report seeks to share learnings and insights that vendors have gleaned thus far as well as common challenges they have encountered.


Our hope is that highlighting these insights will help vendors continue their work of helping healthcare organizations achieve both short-term and long-term success.


Note: All vendors who participated in the research will receive a deeper dive into these insights.

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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2020 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.