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:
- Complaint Resolution Groups: Structure, Roles & Responsibilities
- Service Claim Resolution Benchmarks
- Listening to Customer Complaints to Glean Improvement Insights
The full 52-page report contains more than 200 benchmark metrics to enable complaint resolution leaders to assess the efficiency and effectiveness of their complaint management organizations. Review a complimentary summary of the study at http://www3.best-in-class.com/rr1046.htm. The research is based on surveys and interviews involving 60 representatives from 58 national and global manufacturing organizations.
ABOUT BEST PRACTICES, LLC
Best Practices, LLC serves 48 of the world's 50 top pharmaceutical companies. For 17 years, we have conducted work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. For more information about the company, go to www.best-in-class.com.
SOURCE Best Practices, LLC