Introducing the Customer Advocate Group

 

Cindi Fitzgerald
Thomson Scientific
November 2005

Does your university library need help setting up links to full text?
Do any of your department heads need help setting up citation alerts for faculty?
Does your institution need additional educational materials for a special training day?

Providing a personalized point of contact for customer support

Thomson Scientific recently created the Customer Advocate Group to meet these customer needs and many more — providing our academic and government clients in North America, Latin America and Europe with a single point of contact for resolving a variety of support issues.

The Customer Advocate Group has been very deliberately named — because each member of this group serves as a primary advocate for the customer. By giving our customers a single person they can depend on to be there every step of the way, customer advocates help academic and government clients use Thomson Scientific products in ways that best meet their institution’s particular research needs.

This group is implementing the Thomson Scientific customer-centered approach by developing tools and resources that help both our customers and the Thomson Scientific support teams that serve them. The first project undertaken by the group has been assisting low-usage institutions with links to full text through the ISI Links program. The Customer Advocate Group is also assembling tools to profile institutions, uncovering valuable information for trainers and sales representatives that helps them meet each institution's specific needs and concerns.

Thomson Scientific customer advocates have a wide variety of experience and expertise:

  • Rebecca Mask, through her work at the Technical Help Desk, is highly knowledgeable about Thomson Scientific products, and also has extensive experience with a variety of information science research databases. Rebecca holds a Masters Degree in Library and Information Science.
  • Carlos Santiago has over a decade’s experience in customer service, and since 2000, has been the Regional Sales Advocate for Latin America at Thomson Scientific.
  • Stacey Stroud also comes to the group from the Technical Help Desk, and possesses in-depth knowledge not only about Thomson Scientific products, but the underlying alerting, reporting and usage systems.
  • The group is managed by Jeffrey Lang, who has worked for Thomson Scientific for almost eighteen years in a variety of areas including Publisher Relations, Editorial Development, and, most recently, as a Project Manager for a several products, including Web of Science®.

Just a phone call away

The Customer Advocate Group can be reached via e-mail at ts.customeradvocategroup
@thomson.com or by phone at +1-800-523-1850, extension 1706.

Was this article useful?

Register for our
KnowledgeLink newsletter
so we can keep you up to date