Modernizing pharma’s customer engagement strategies has been saved
Analysis
Modernizing pharma’s customer engagement strategies
Driving more value through personalized customer experiences
The pharmaceutical industry is grappling with delivering meaningful experiences to a growing number of customer types. As savvier customers demand more personalized experiences, major tech companies are adapting to stay ahead of the curve. To meet customer engagement challenges, pharma companies will need to reconsider future engagement strategies from technical and operational standpoints.
A transformative shift in the pharma industry
Pharmaceutical companies face marked dissatisfaction over traditional engagement methods and added competition from those already delivering personalized experiences. Based on surveys and discussions with health care providers (HCPs) and pharma leaders, we’re seeing a shift toward integrating, personalizing, and automating customer engagement. This will necessitate new engagement models that merge in-person relationships with efficient, intelligent automated strategies.
A shifting market: Exploring drivers of change
Customer satisfaction is a primary success metric for pharma companies. While many feel like they’re succeeding, customers say they’re falling short.
- 80% of pharma executives are content with their customer engagement strategies
- 35% of HCPs said that pharma’s customer-facing resources met their needs
These perception gaps span several areas, with nearly half of HCPs stating they find representatives’ scientific communications ineffective and prefer receiving information from non-pharma company channels. HCPs are looking for more coordinated, integrated, and relevant engagement from the life sciences industries. Stakeholders also expressed that they want clearer communication and more trusted interactions to inform their decision-making.
Crafting a new vision of the future
With major shifts in technology and strategy already affecting pharma customer engagement strategies, innovative leaders have an opportunity to shape the future of the industry. Choosing one or more of our models can guide short- and long-term customer engagement activities, help drive growth, and foster trust in the shifting life sciences landscape.
Getting started
Find out how we can help your organization implement integrated communications for a more personalized customer experience. To learn more about these customer engagement strategies in the life sciences and health care industry, start a conversation.
Get in touch
Dave Rosner |
Kate White Walters |
Custom CSS & JS
Recommendations
2024 advanced therapy industry report
Trends shaping the future of personalized medicine
AI readiness in medtech
Unlocking new dimensions of efficiency and innovation