The TMT Approach to Customer Relations 

• Each Customer is Special: TMT is committed to serving its customers. We will work with each customer as an individual with the aim of making the customer happy, and finding the products and support packages that best meet the customer's needs.
• We Talk to the Customer:
  • We ask potential customers what they expect a product to provide in terms of time saving, cost saving, better medical care or more efficient research. We say what can and can’t be done.
  • We ask if they want a product that minimizes disruption of their current office set-up, or if they want to change their work processes and work flow to maximize the value of the new TMT installation. Both are legitimate options – we just need to know which one is preferred.
  • We discuss the customer’s priorities and time-line and customize our recommendations accordingly.
  • We help customers recognize data process flaws, redundancies, privacy breaches, service opportunities and patient communications that impact the bottom line. The result is the alignment of your strategy with the needs and wants of your patients.
  • We can work with you on goals identification, gap analyses (discrepancies between an organization’s wants/needs and capabilities) and process roadmaps (schemes for accomplishing a specific goal).
• Need for a Project “Champion”: We suggest that one person on the customer team be assigned as the “champion” for the new system. A project champion is a person assigned to support and drive a project forward. Without a champion there may be vague direction, difficulties in getting decisions made and the project may be at risk. Every significant project needs a cheerleader or champion.
• Start Small and Upgrade Later: We usually suggest that a customer starts with the basic version of a TMT product to acquire familiarity with the product, to determine how it fits into the work flow of the customer’s office, and for both TMT and customer to gain trust and confidence in each other. Later, we can arrange for seamless upgrading to a more sophisticated TMT product that meets more of the customer’s needs. For some of our products, we may suggest at a later stage moving the TMT-product-generated database to the platform of one of our full-service partners.
• TMT Product Support: TMT supports its products. Email is usually the easiest way to get answers and solve problems. We can also discuss an issue by telephone or make an on-site visit. We offer different installation and support packages with different pricing. We can also provide a quote for a requested service that is not included in the current package.
• A “Good Fit” for the TMT-Customer Relationship: A good relationship needs both sides to be satisfied. We try to identify the mix of TMT technologies and service support that seems appropriate for each customer. If we feel that TMT products are not a “good fit” for a potential customer, we will say so and suggest alternatives.
• Lessons from Customers: We try to learn from our customers. TMT is not the repository of all wisdom. Customers understand their individual businesses better than we do. So, we value customer input as a means of improving our products and services.
• Word-Of-Mouth Recommendations: Word-of-Mouth is a powerful means of increasing our customer number. We strive to meet your needs, so that you may feel comfortable recommending TMT products to your colleagues and friends.
• TMT and Customer are on a Journey Together: A successful customer relationship is a journey, not a destination – TMT is in it for the long haul.

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