Inside Foundant – the Blog

Our Culture of Customer First

Reflecting on the 2013 ASF conference in Albuquerque, NM several similar situations occurred that fill me with immense pride. ASF employees, board members, new prospects, other vendors and even our competitors, separately commented on the relationship we have with our customer base. Our customers have been called “rabid fans”, “cult like” and “your best salespeople.” I think sometimes we take this for granted, when it should be celebrated and appreciated, and something most definitely not taken for granted. The fact is, this is not an accident. The relationship we have with our customers has happened due to a tremendous amount of hard work, good hiring, and planning.

I would like to take a moment to celebrate the culture of “customer first” we have at Foundant, discuss how we maintain it and talk about why it’s so important to everyone here. I would also like to admit we still have work to do and promise that we will continue to raise the bar when it comes to taking care of our customers. When it comes to customer service, our goal at Foundant is not to be the best in the grant management space, it is to be an example and innovator for any business who has customers.

So, thank you to our customers for everything you do for us. When you recommend us to your colleagues, participate in our online community, act as our eyes and spokespeople on the industries’ online forums and even when you send us thank you notes and emails, you make what we do not only valuable but also enjoyable.

Second, I want to thank everyone at Foundant that embodies what it means to provide unprecedented client services. This attribute is the number one thing we hire for and it does not need to be trained, only encouraged. Foundant would not be what it is without our people and their commitment to this mission.

Finally, I want to make a promise that we are not resting on our laurels. We are keenly aware that while we are very good at answering questions in a timely and professional manner, there is more we can do to better assist our clients in their pursuit of getting the most from Foundant GLM.  For example, we have recently transitioned our Client Service team into roles to be better prepared to provide ongoing, more proactive support to our clients.

The relationship we have with all of you is Foundant’s most important competitive advantage. Thank you all again, we could not do what we do without you!


Mark Larimer

VP of Marketing and Client Services

VP of Marketing and Client Services, Mark Larimer Talks about Customer First Culture