Download or read book Pharma Customer Experience 20 Secrets to 10X Your CX Boost Patient Outcomes written by Sean McDade and published by Lioncrest Publishing. This book was released on 2021-11-30 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pharma Customer Experience reveals twenty secrets that pharmaceutical and biotechnology companies are using today to connect emotionally with their customers-both patients and healthcare professionals. In an increasingly competitive environment, it's no longer enough for pharma to develop drugs and technologies that treat, cure, or relieve the symptoms of disease. To be truly customer-centric-building long-term, reliable customer relationships-pharma must learn to treat patients and healthcare professionals the way hotels treat their guests. Discover how pharma companies can differentiate themselves through exceptional customer experience-helping patients understand available support services, explaining what to expect from clinical trials, making it easy to onboard onto new medications, and much, much more. In Pharma Customer Experience, Sean McDade presents twenty powerful strategies, all easy to implement, that can turn pharma companies into exceptional customer-centric organizations.

Download or read book Digital Pharma Marketing Playbook written by Subba Rao Chaganti and published by PharmaMed Press / BSP Books. This book was released on 2022-10-22 with total page 728 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital Pharma Marketing Playbook is a first-of-its-kind-of book. It is the first and only book that presents 101 cases in digital pharma marketing. These cases show how some of the leading pharmaceutical companies across the world have used digital and social media channels. They are also excellent learning opportunities to all pharma marketing and brand managers, and students of pharmaceutical marketing. Digital transformation is sweeping the world around us. Everything these days has become digital. The ever-increasing rate of adoption of wearable devices and the advent of the internet of things are digitizing more and more of our experience. At the same time, healthcare in general, and the pharmaceutical industry, in particular, have been lagging in adapting to a digital strategy. It is not that the pharma is new to multichannel marketing. The pharmaceutical industry traditionally has been following a multichannel marketing strategy, where most of the channels have been static rather than dynamic. The number of channels has increased significantly due to the internet explosion. Pharma is moving to a multi-stakeholder world, a world in which stakeholders beyond the prescriber are gaining importance. These new influencer groups such as patients, nurses, payers, and regulators are increasingly turning to digital channels for their information needs regarding healthcare. Digital, therefore, plays a vital role in reaching these new audiences. If you want to maximize the impact of your marketing communications, can you afford to ignore the channels that your stakeholders are frequently using? Of course, not. Therefore, the question is not, to digitize or not to digitize, but how soon and how effectively? Why a Digital Pharma Marketing Playbook? Because, a playbook is a one-stop-read or single-source resource for all the essential information that you need on a given sport — in our case, Digital Pharma Marketing. If you can make work more fun and enjoyable it is play! Moreover, when work becomes play, there are no goals that you cannot score!Contents: 1. Challenging Times! Changing Rules! 2. Digital Revolution 3. Digital Pharma Marketing 4. Social Media Marketing and Pharma 5. Digital Transformation

Download or read book Reimagine Pharma Marketing written by Subba Rao Chaganti and published by PharmaMed Press / BSP Books. This book was released on 2023-06-01 with total page 518 pages. Available in PDF, EPUB and Kindle. Book excerpt: The empowered patients, new-age technologies such as artificial intelligence (AI), machine learning (ML), big data analytics, real-world data and evidence, blockchain, electronic health records (EHRs), digital therapeutics, cloud computing, and innovative marketing frameworks like design thinking, customer journey mapping, omnichannel, closed-loop marketing, personalization and agile ways of working are transforming the way healthcare is delivered, affecting the pharmaceutical industry. Additionally, big tech companies such as Amazon, Alphabet, Apple, and Microsoft are disrupting by offering non-pharmacological solutions with innovative digital technologies to provide a seamless customer experience in the patient journey. The recent COVID-19 pandemic added rocket fuel to the digital transformation of the pharmaceutical industry, changing the entire model of care and ingraining telemedicine in the healthcare ecosystem. Digital Transformation has become inevitable and imminent. Therefore, pharma must reimagine its entire strategy and embrace digital transformation to succeed in this rapidly changing marketing environment that is becoming increasingly complex. Reimagine Pharma Marketing: Make It Future-Proof introduces all these technology frameworks. Additionally, the book presents one hundred and two case studies showing how some of the leading pharmaceutical companies are applying the new age technologies and marketing frameworks effectively. It can be your single-source guidebook unraveling the future so you can manage it!Contents: 1. Reimagine Everything — Reimagine Every Element of Pharmaceutical Marketing Mix 2. Reimagine the Technology— How Pharma Can Harness the Power of New and Emerging Technologies 3. Reimagine Stakeholder Engagement—Winning with New Rules of Engagement 4. The Future of Pharma—A Look into the Crystal Ball Epilogue You’re Gonna Need a Bigger Boat!

Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-26 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Download or read book Pharmaceutical Marketing written by Brent L. Rollins and published by Jones & Bartlett Publishers. This book was released on 2014 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book I ll Be Back written by Shep Hyken and published by Sound Wisdom. This book was released on 2021-09-21 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I’ll Be Back you will learn… How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I’ll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most “loyalty programs” fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics and strategies you need to get your customers to say, “I’ll be back!”

Download or read book Brand Positioning in Pharma written by Subba Rao Chaganti and published by PharmaMed Press / BSP Books. This book was released on 2023-01-01 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why a book on Brand Positioning in Pharma, a fifty-plus year-old-concept, particularly when new age marketing frameworks such as Customer Experience, Design Thinking, Agile Marketing, Content Marketing, Closed Loop Marketing, Omnichannel Marketing, and others are disrupting pharmaceutical marketing? Two reasons. Firstly, Brand Positioning is not a marketing framework but a Foundational Principle. It is customer-centric at its core and competition-oriented—two of the most important aspects of marketing. Secondly, while most marketers know what Positioning is, many are unclear on how to do it effectively. Hence this book, Brand Positioning in Pharma. Brand Positioning in Pharma aims to show how to create a winning positioning strategy for your Brand in a hyper-crowded market like pharmaceuticals. Jack Trout and Al Ries pioneered the Positioning concept. They described it first in an article, Positioning is a game people play in today's me-too marketplace, published in the June 1969 issue of Industrial Marketing. They stated in the article that Positioning is a mental device that helps the typical consumer deal with overwhelming, unwanted advertising. In comparison, today's consumer is much more overwhelmed with countless unwanted advertising messages. In healthcare and Pharma, physicians, apart from other advertising messages, are constantly bombarded with numerous messages from Pharma companies. To survive in this overcrowded pharmaceutical marketplace, and if a Prescription Drug Brand's voice is to be heard above the current noise level, Pharma Marketers need a precise, meaningful, and relevant Positioning. Positioning that resonates with the customer. Brand Positioning in Pharma shows you how to do that, with fifty-two case studies demonstrating how some innovative marketers creatively positioned their products and won. Contents: 1. Brand Positioning 2. Disease Branding 3. Drug Repositioning 4. Blue Ocean Strategy 5. Framing 6. Brand Positioning in the Digital Age

Download or read book Marketing Planning for the Pharmaceutical Industry written by John Lidstone and published by Taylor & Francis. This book was released on 2017-07-05 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing in the pharmaceutical and healthcare sector requires a particular set of skills; its intricacies mean planning is an essential prerequisite. The marketing planning system described in this book has been designed to enable marketing and product executives to produce a plan which serves as a dynamic management tool which will help them to get from where they are now to where they want to be next year and thereafter. Now in its second edition, this bestselling book has become the standard text for all product managers, marketing managers and directors working in this demanding industry. John Lidstone and Janice MacLennan have updated the book to embrace best current practice. A new orientation to external analysis and a reworking of the application of SWOT analysis, along with fresh material on sales forecasting and strategy implementation, bring the book up to date with current thinking and industry trends. Marketing Planning for the Pharmaceutical Industry is based on real life experience built up over many years. Each chapter takes the reader through the sequential stages of planning so that by the end they will be able to produce a practical plan ready for implementation. It is the only book of this type which tailors marketing to those working in the sector and as such is a unique, invaluable and indispensable resource.

Download or read book Key Account Management Excellence in Pharma Medtech written by Mike Moorman and published by Routledge. This book was released on 2022-02-27 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Key Account Management Excellence in Pharma & Medtech is designed to help life sciences practitioners develop and execute innovative and effective key account management (KAM) strategies and capabilities. Pharmaceutical and medtech companies are increasingly pursuing KAM in response to the rapid rise of large, sophisticated and complex healthcare provider and payer systems and groups. Those that invest the time to get KAM right will protect their business and grow with these rising customers. This book is groundbreaking in both its scope and its tailoring of leading KAM practices specifically for life sciences. The central theme is that "key account management is an organization-wide business strategy, not just a role or a sales-specific initiative." KAM is a strategy focused on providing unique offerings and value through an orchestrated, cross-functional, go-to-market model designed specifically to address the needs and engagement preferences of a unique segment of customers. The insights and practices shared in this book are designed to be a valuable reference at every stage of the KAM journey. The book has been designed to facilitate a common language and deep understanding of KAM issues and leading practices organization-wide—particularly for life sciences leaders, account managers and cross-functional team members responsible for building, transforming and supporting their organization’s KAM strategies and capabilities.

Download or read book Driven to Delight Delivering World Class Customer Experience the Mercedes Benz Way written by Joseph Michelli and published by McGraw Hill Professional. This book was released on 2015-12-08 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.” How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business—by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today’s market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You’ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA “Driven to Delight” culture which sets a new gold standard in customer service, employee engagement, and peak performance. You’ll find step-by-step strategies that can be customized to fit your business model and customer needs. You’ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you’ll get a rare first-hand comprehensive view of a world-class company in action. You’ll see how a “best or nothing” organization became customer obsessed, mile after mile, year after year. Most importantly, you’ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that’s bound to delight--the Mercedes-Benz way. Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.

Download or read book Transactional to Transformational Marketing in Pharma written by Subba Rao Chaganti and published by BSP Books . This book was released on 2023-06-01 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Transactional to Transformational Marketing in Pharma: The Science of Why and the Art of How is a ground breaking book that explores the current state of the pharmaceutical industry's marketing practices and how they can be improved. Despite being instrumental in saving countless lives and improving the health of people worldwide for over a century, the modern pharmaceutical industry has suffered from a tarnished reputation due to unethical business practices and transactional marketing. In this timely and informative book, the author delves into the reasons behind pharma's fall from grace and shows how transactional marketing practices cannot build brand loyalty or reputation. Instead, the book highlights the importance of transformational marketing practices and ethical business behavior, which can lead to long-term success and customer loyalty. Using real-world examples and case studies, Transactional to Transformational Marketing presents a step-by-step approach to help pharma companies transform their marketing practices. From understanding the importance of customer-centricity to leveraging digital technologies, this book provides practical tips and strategies that can be implemented immediately. Transactional to Transformational Marketing in Pharma is a must-read for anyone interested in elevating the pharmaceutical industry's reputation and creating sustainable growth in the long term. If you are a marketer, business leader, or anyone interested in transforming the pharmaceutical industry's marketing practices, this book is for you.Contents: 1. Pharma’s Reputation on a Slide 2. Ethics in the Pharmaceutical Industry 3. Unethical Marketing Practices in Pharma 4. Transactional Marketing 5. Restoring Pharma’s Reputation 6. Transformational Marketing in Pharma 7. Transformational Marketing in Pharma: Two Case Studies 8. Transformational Marketing the Winner’s Checklist Two Case Studies

Download or read book How to Break Into Pharmaceutical Sales written by Tom Ruff and published by Tom Ruff Company. This book was released on 2007 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: [This book is an] organized 'formulary' written for those who are considering a specific field - 'drug reps', as they are known in the industry.-Introd.

Download or read book RESULTS written by Scott Weintraub and published by Advantage Media Group. This book was released on 2015 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: DISRUPTION CREATES OPPORTUNITY FOR THOSE WHO EMBRACE CHANGE. NEW WINNERS AND LOSERS WILL EMERGE. THIS BOOK WILL HELP YOU AND YOUR COMPANY THRIVE IN THE AGE OF DISRUPTION. The informational and technological revolutions have forever changed the practice of medicine. We analyze data in a flash and marketers deliver it with pinpoint accuracy at just the right moment. When patients put their trust in our brands and place their lives in our hands, marketers have to quickly analyze the data accessible to us so we can deliver the right information at the right time, all while navigating the complexities of industry regulations. Timely messaging through the patient journey provides marketers today with an unprecedented opportunity. We must capitalize on this opportunity in order to stay relevant and profitable in the changing landscape. Results shows you the biggest trends happening now so you can be heard above the noise, deliver meaningful value, and to build real brand loyalty to drive your pharmaceutical and healthcare marketing far into the future. This book is essential reading for developers, manufacturers, and marketers of pharmaceutical and healthcare companies as well as the agencies, partners, publishers, suppliers and other service providers that support them in their marketing efforts. Authors RJ Lewis, Scott Weintraub, Brad Sitler, Joanne McHugh, and Roger Zan each share key insights into the growing trends in healthcare that you need to understand in order to better market your products. Join them at the front line as they speak to over a dozen executives of global pharmaceutical manufacturing companies to hear the technology, regulation, and the ever-shifting marketing challenges they see in front of them that could spell big opportunities for your company.

Download or read book Introduction to Digital Marketing in the Pharmaceutical Industry written by Olivier Gryson and published by . This book was released on 2019-06-05 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the pharmaceutical industry, digital is still too often used as "another media" in a marketing campaign. The measure of performance is limited to the number of visits on a web site and the calculation of the return on investment remains a taboo. It is time to stop behaving like amateurs. Digital marketing should never be exclusively given to a junior employee who proudly added "comfortable with digital tools" to his resume simply because he managed the Facebook page of his student association! It is time for product managers to stop blindly trusting expensive communication agencies when they propose flashy technologies and buzzwords to create trendy tools to meet the marketers' - but not the customers' - expectations! It is time for marketing directors and general managers to challenge a multichannel campaign in its entirety: objective, strategy, tactics, cost per contact, and finally return on investment! Digital marketing is not about adding another tool to a marketing campaign. It will transform and structure classic marketing activities by placing the patient and the doctor, instead of the product, at the core of marketing behavior. It will pave the way for improving the customer's experience. While the pharmaceutical companies are still mainly competing through saturated digital channels, digital marketing is one of the best opportunities to differentiate from its competitors. This guide is based on 20 years of experience in digital marketing in the pharmaceutical industry at both global and local levels, in mature and emerging markets. It aims at providing the basic and necessary concrete methods to design, follow, and assess a multichannel campaign. By reading this book, you will land on the right side of the digital fracture and join those who will create the marketing of tomorrow in the pharmaceutical industry.

Download or read book Customer Experience Innovation written by Robert Dew and published by Emerald Group Publishing. This book was released on 2018-08-13 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.

Download or read book H2H Marketing written by Philip Kotler and published by Springer Nature. This book was released on 2023-07-18 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: H2H Marketing focuses on redefining the role of marketing by reorienting the mindset of decision-makers and integrating the concepts of Design Thinking, Service-Dominant Logic and Digitalization. Following the authors' successful book on H2H Marketing, this book brings foward selected case studies showcasing various aspects of the concept, its fundamental elements, and its implementation.

Download or read book Pharmaceutical Marketing written by Eugene Mick Kolassa and published by CRC Press. This book was released on 2002-03-12 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explore the nuts and bolts of marketing pharmaceuticals today! Written by leading authorities in the field, Pharmaceutical Marketing: Principles, Environment, and Practice is the fifth in Dr. Mickey Smith's series of books on the subject which began in the 1960s. In this extraordinary book, he and his co-authors examine the principles of marketing pharmaceuticals, describe the environmental factors that affect their application, and show how these principles can be applied in response to those factors in practice. From the history and development of marketing pharmaceuticals to channel systems, legal requirements, budgeting, and product placement, this essential volume is a comprehensive text that will help students prepare for successful careers in this expanding field. From editor Mickey Smith: “Looking back on 40 years of experience, I’ve recently begun saying that most of the things I knew about pharmaceutical marketing over the years that made me so smart are not true anymore. But the fact is that the principles of marketing are as true as they were when they appeared in my first book (published in 1968). What has changed, and had to change, was the way the principles are applied. “This book is based on the premise that marketing follows certain principles and that pharmaceutical marketing is affected by a variety of environmental influences which lead to a rich array of marketing practices. These practices are presented to demonstrate how the successful application of marketing principles—with appropriate adaptation to environmental forces—can lead to success in the marketplace. Failures are also presented.” This well-referenced book explores and explains the principles and practical application of vital elements of pharmaceutical marketing, including: product pricing—with sections on trends, competition, reimbursement programs, public policy, and more research and development—including strategies relating to new products, product scope, positioning and repositioning, product elimination, diversification, and a fascinating case study about Ibuprofen promotion—rational and nonrational appeals, advertising prescription drugs to consumers, strategic choices among media types, budgeting, and more place factors, channel systems, physical distribution, and specialists and much more! Ideal for anyone entering or studying the pharmaceutical industry, Pharmaceutical Marketing: Principles, Environment, and Practice is a one-stop source of reliable knowledge that you’ll refer to again and again! In the editor's words, “Good marketing leads to good medicine. Exceptions exist, but when the system works, bad marketing never succeeds for long—and neither does bad medicine.”