CHAPEL HILL, N.C., March 18, 2011 /PRNewswire/ -- Driving value for customers is critical to organizational success across all industries. While there are many touch points between a customer and an organization, there has to be an integrated approach to the customer in order for an organization to succeed in the marketplace.
Chris Bogan, CEO of the research and consulting firm Best Practices, LLC., noted in this month's special issue of PharmaVoice that the state of biopharma customer-relationship management (CRM) is advanced in some areas while fledgling in others.
"Historically, companies have been advanced in serving physicians with segmentation systems, thought leader programs and sophisticated relationship and CRM strategies. In contrast, CRM for patients and payers has been less sophisticated. A few have launched customer-focused initiatives, but none have transformed their old business models along these lines," Bogan said in an article about the state of CRM in the biopharmaceutical industry. Speaking in the magazine's 10th anniversary issue, Bogan was one of many thought leaders the publication reached out to as part of updating stories that appeared in PharmaVoice's first issue.
Recognizing that the customer is a linchpin for success, Best Practices, LLC has published a new study on optimizing the role of customer complaint groups: "Customer Complaint Resolution Excellence: Capturing Insights to Drive Business Improvements." The study provides insights not only on effective approaches to resolving customer complaints but also on using the complaint resolution function to capture critical customer feedback to drive quality and continuous improvement.
Some of the key topics addressed in this research include:
|SOURCE Best Practices, LLC|
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