In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Wendy Daigle and Ellen Dijkman Dulkes to discuss managing client relationship health. Together, they explore:

• Client relationship health (01:56): Learn the basics of client relationship health and why it matters.
• The value of client activity summaries (05:47): Discover how summaries of client interactions can uncover risks, opportunities, and strategic insights.
• Gathering and organizing details (08:27): Hear recommendations on what information to capture and how to organize it to maximize its value.
• Sharing client insights across the organization (10:08): Learn who benefits from client activity information and how to tailor reporting for different audiences.
• Onboarding new clients (13:50): Explore unique client relationship needs and opportunities to learn as you bring on new clients.

For additional insights, read “Three steps to turn client insights into organizational intelligence,” an article by Dijkman Dulkes.

In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Susan Wentworth, administrator of Mayo Clinic Laboratories’ customer relationship management (CRM) system, to discuss the value of CRMs and share practical advice for selecting, implementing, and managing one. Together, they explore:

• CRM benefits and capabilities (01:43): Learn why a CRM system is more than a contact database and how it can help laboratory outreach teams strengthen relationships, improve retention, and support business growth.
• Selecting, implementing, and expanding your CRM (10:45): Gain actionable insights on selecting, implementing, and maturing a CRM program, including how to start small, choose the right platform, and secure user buy-in for long-term success.

For additional insights, read “Relationship management strategies for outreach growth,” an article by Hermansen, and join us at our annual conference, Leveraging the Laboratory: Bold Thinking. Big Impact.

In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Wendy Daigle and Ellen Dijkman Dulkes to discuss how laboratory outreach programs can use metrics to drive performance, strengthen client relationships, and support long-term growth. Together, they explore:

• Financial metrics (01:35): Learn which financial indicators are most important to monitor and how they can help guide strategic decisions.
• Operational metrics (06:41): Discover the measures that can help determine whether your outreach program is running efficiently and effectively.
• Service metrics (10:56): Explore the indicators that can reveal client satisfaction, identify potential risks, and support client retention.
• How to improve metrics (15:55): Hear real-world examples of how outreach programs drove meaningful improvements in their metrics.

For additional insights, read “Metrics that matter: Tracking your laboratory outreach program,” an article by Daigle, and join us at our annual conference, Leveraging the Laboratory: Bold Thinking. Big Impact.