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Customer Engagement: Benchmarking Leading Pharma Companies

Product Code:
s_596200845
Publication Date:
October 2017
Format:
PDF
Price:
£595

Customer engagement is generating a positive buzz across the pharmaceutical industry and that's proving to be a welcome change. Drug manufacturers are making excellent progress as they move away from the brand focus of old and develop new customer-focused engagement strategies. What have the front-runners achieved so far and how have they tackled this new challenge? Customer Engagement: Benchmarking Leading Pharma Companies provides an inspirational look at 7 leading players and offers insight into their success as well as practical ideas about how it can be replicated.

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Benchmarking

Benchmark Companies

  • Novartis
  • Merck & Co.
  • GlaxoSmithKline
  • Bayer
  • Lundbeck
  • Teva
  • LEO Pharma

Customer Engagement Benchmark Topics

  • Internal structure and functions
  • Strategies and innovations for customer engagement
  • Data collection, analysis, and use
  • Challenges and solutions
  • Future trends
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Reasons to buy this report

Building positive customer relationships is all about engaging, interacting and evolving – and many key players are enjoying putting the human element back into business. But it's not all hearts and flowers: the pharmaceutical industry still has to tackle its somewhat tarnished reputation and build trust. The idea that customer engagement is not only a commercial strategy but could also prove to be a wider force for good is gaining traction. Greater transparency, high quality targeted interactions, and a willingness to deal with publicly expressed concerns head-on all show pharma in a more positive light. That's a valuable additional benefit from customer engagement activity, even if it wasn't part of the master plan.

This report will enable you to:

  • Find out what leading players such as Novartis, Merck, GlaxoSmithKline, Bayer and Teva are doing to advance their customer engagement agenda.
  • Assess the changing roles, responsibilities and internal structures required to deliver successful engagement with HCPs, payers and patients.
  • Understand how best to address data collection, analysis and usage – and translate a growing body of stakeholder information into useful customer engagement tactics and strategies.
  • Discover the 10 key success factors that all the case study companies included in this report have in common.
  • Formulate new ideas on digital strategies, managing positive and negative social media interaction, and provide more streamlined omnichannel experiences.
  • Know the companies to watch and the future trends to look out for when evolving your customer engagement programme.
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Table of Contents

Executive summary

Research objectives

  • Research Methodology
  • Experts interviewed
  • Definitions

The customer engagement landscape

  • Key insights
  • Key trends in customer engagement
  • The need to deliver better customer experiences
  • Understanding customer engagement behaviour
  • Strategies for customer engagement: The quest for a new model
  • Customer segmentation for efficient customer engagement strategies

Benchmarking pharma companies on customer engagement

  • Key insights
  • Novartis
    • Internal structure and functions
    • Strategies and innovations for customer engagement
    • Data collection, analysis, and use
    • Challenges and solutions
    • Future trends
  • Merck & Co.
    • Internal structure and functions
    • Strategies and innovations for customer engagement
    • Data collection, analysis, and use
    • Challenges and solutions
    • Future trends
  • GlaxoSmithKline
    • Internal structure and functions
    • Strategies and innovations for customer engagement
    • Data collection, analysis, and use
    • Challenges and solutions
    • Future trends
  • Bayer
    • Internal structure and functions
    • Strategies and innovations for customer engagement
    • Data collection, analysis, and use
    • Challenges and solutions
    • Future trends
  • Lundbeck
    • Internal structure and functions
    • Strategies and innovations for customer engagement
    • Data collection, analysis, and use
    • Challenges and solutions
    • Future trends
  • Teva
    • Internal structure and functions
    • Strategies and innovations for customer engagement
    • Data collection, analysis, and use
    • Challenges and solutions
    • Future trends
  • LEO Pharma
    • Internal structure and functions
    • Strategies and innovations for customer engagement
    • Data collection, analysis, and use
    • Challenges and solutions
    • Future trends
  • Segmenting companies
  • Companies to watch
  • Key insights

SWOT analysis of customer engagement

Key success factors: Commonalities across companies

Conclusion

Appendix: Biographies of Experts Interviewed

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