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Customer Engagement: Benchmarking Pharma Companies

Customer Engagement: Benchmarking Pharma Companies

  • October 2017
  • ID: 5214607
  • Format: PDF
  • By Firstword Pharma


Table of Contents

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.


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

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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