Advice You - Business

According to a Forum Corporation survey of commercial customers lost by 14 major service and manufacturing companies:

15% found a better service/product

15% found a cheaper service/product

20% cited “

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

lack of contact and individual attention from the company”

50% said; “contact from old suppliers” personnel was poor in quality”

These days, it seems that everyone from dog walkers to dotcoms is making

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

“customer service” their mission. Department, discount and convenience stores have all transformed the workers who used to be known as “sales clerks” into “customer service associates”- in theory at le

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

ast. A recent survey of large corporation CEOs revealed that 67% had customer service earmarked as their top priority. Here are the 5 ways successful managers should implement to increase customer focu

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

s.

1. Targeted recruiting and hiring. Today’s managers are faced with the challenge of recruiting and hiring people who value customers. The concern far exceeds hiring the right talent; it includes th

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

e awareness of hiring for the cultural fit of their organization. It is true that a strong correlation exists between hiring the right customer service talent and customer satisfaction, effective produ

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

ctivity and increased bottom line profitability.

2. Listen for what customers really need. While the extra effort being put forth to be customer focused is encouraging, there is a big difference betwee

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

n customer service and customer satisfaction. This is where many companies get confused and customer service efforts can go awry. Customer satisfaction is an outcome; customer service is a means or str

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

ategy for achieving that outcome. To move toward greater customer satisfaction, businesses must focus on what it is that, indeed, satisfies the customer instead of just focusing on the activities themse

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

lves.

3. Handle tough customers with tact. Quality of service is what distinguishes one company from another. Far more than in product-producing companies, in service organizations. The actions of pe

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

ople are the key to quality. The leadership skills of managers in service organizations can contribute significantly to the quality of customer service efforts.

4. Conduct customer surveys. Develop an

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

d implement a customer survey program. This will attempt to understand customers’ satisfaction with the company, its products and services. Companies will ask key questions about the customers’ experie

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

nces and determine the overall level of customer satisfaction. Compare results of survey against internal performance measurements to ensure their validity. Managers will use such survey results to un

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

derstand customer expectation and increase customer loyalty.

5. Motivate employees to be customer-focused. Managers need to create a sense of enthusiasm and energy that would be powerful and contagious

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

for their employees and customers. Employee excitement, know how and determination offer insights to the growth of customer base and success of any organization. Incorporating true customer focus in

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

to company practices simply makes good business sense. It not only helps good managers become better managers, but more effective leaders. Bringing with it continual improvement, it also aids organizat

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

ions so that they are better able to take advantage of, and adapt to, the changing environment that is today’s marketplace. Business can’t exist without customers, and customers don’t let businesses ex

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

ist without customer service. This all-important aspect of your company begins with becoming customer-focused. Instead of viewing things from your business’ perspective, you must learn to view circumst

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

ances from that of your clients. To stay successful, customer satisfaction is a must!

Tips & Tactics

• Pay attention to customer feedback: It’s the only way you’ll really know what they want

• Embra

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

ce Technology: It can help you save tremendously on customer service costs.

• Make customer satisfaction a priority: From the top executives down, give your corporate culture a customer-focused angle.

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.adviceyou.org.ua/article/15907/adviceyou-5-Ways-Customer-Service-Managers-are-Implementing-to-Increase-Customer-Focus.html">5 Ways Customer Service Managers are Implementing to Increase Customer Focus</a>

BB link (for phorums):
[url=http://www.adviceyou.org.ua/article/15907/adviceyou-5-Ways-Customer-Service-Managers-are-Implementing-to-Increase-Customer-Focus.html]5 Ways Customer Service Managers are Implementing to Increase Customer Focus[/url]

Is your office buried under a flood of papers? It might be time to scan your records to electronic images. Learn how to run a successful document conversion program to save money on records storage.

When considering buying a franchise there are some secrets you need to know about. There are lots of franchise opportunity directories available both online and at the local bookstores. First you need to narrow it down to the categories,

When it comes to some of the most uncomfortable situations and discussions that arise in the workplace, mulling over the issue of your salary might be one of the most intimidating and stressful topics to deal with.

Tags

Links

Advice You - 5 Ways Customer Service Managers are Implementing to Increase Customer Focus

Related Articles: