The key to building enduring relationships with our clients

What that means to us is that we're not driven by stacking up sales, regardless of the cost. We want to make sure that when we engage with a client and when we agree to deliver, that it's something we can deliver on. We want to make sure that when a client does sign up, they're here for the long haul, and that the surefire way to do that is to make sure that, you know, we're giving them what they need and what they expect, and expectations are managed across the board.

As a result of focusing on partnerships over transactions, we're able to focus on building relationships that are long-lasting and enduring. A lot of our clients have been with us for a very long time, some well north of a decade, and a lot of those partnerships start to expand. They start to take advantage of different offerings that Rockport has to offer, whether it's a different product or whether it's having the ability to service a different group within the client, and expand the usage across the board.

So, a couple of years ago, the client-facing group took the time to challenge and think about how we handle client support, what we think is important there, and to distill that down into our service standards or our core values. What we realized as a part of that exercise is that it's not simply, you know, client service professionals to the client, these standards and the way that we wanted to make sure we were treating our clients, is really how we needed to treat one another internally, and that we're all each other's clients.

It really became an interesting exercise to think about how an analyst's client is a developer. A developer's client can be QA. Product can be sales, and vice versa. Making sure that when we approach these individual interactions with our clients, that we're keeping those values front of mind. These core values have infected the Rockport culture, what we've realized is they're happening around us every single day. One of those values that I think, sums it up nicely, is that we'll be reliable, caring, thorough and responsive to our client's needs, with a genuine interest in their success, because ultimately, we know that if our clients are successful, we'll be successful.