The role of the pharmaceutical industry is to deliver therapeutic innovations and bring them to real-life medical practices. Customer engagement is one of the critical component of the pharma model to enable to transfer these innovations into care practices and bring efficient and safe treatment options to patients to improve their lives. With this paper we aim to help decision makers within pharma companies reach this goal and excel in its execution while adapting it to today’s digitalized world, made even more online-driven by the covid-19 pandemic.
This paper was conceived as a pragmatic recipe based on the questions that pharmaceutical companies from all over the world are facing daily. It is not meant to reinvent theoretical bases or to be only used as inspiration, but rather to provide in the same document: basics on this matter, practical tips, a path for creation and deployment, elements of inspiration from other sectors, insights related to the digital transformation of customer engagement, and food for thought for the post covid-19 crisis. These elements form a methodological canvas, useful for reshaping and implementing new customer engagement models for 2020 and beyond.
The art of mastering customer engagement development is a matter of excellence in execution: being able to run a well-oiled machine, starting from your objectives, fed by your content and value proposal, and delivering a state of the art experience over time for your customers. The equivalent of Swiss Watchmaking in the pharma industry. We hope that reading this paper will be insightful. Our teams are at your disposal to discuss any questions evoked in the next pages and support you in generating up-to-date customer insights, exploring new avenues, and most importantly bringing our experience in deploying such projects.
“CUSTOMER ENGAGEMENT – The Hitchhiker’s Guide to Customer Engagement in the Digital Post Covid-19 Era”