Main Subject - Business

I read an amazing statistic in an article written by the Canadian Management Centre.

“The average company loses half their customers in 5 years and half their employees in 4 years?. This has significant impact to overall customer, employee, investor and su

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

pplier loyalty.”

Wow! Think about that statistic. 100% customer turnover in 5 years and 100% employee turn over in 4 years. Management at all levels must understand the changing role and importance of front-line customer service operations to achieve the co

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

Examples of combination products may in

re mission of the business, i.e., customer retention, customer acquisition, customer satisfaction, employee retention and increased profitability.

When managers do not envision the relationship between management practices and front-line actions, the busine

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

ss has not recognized the evolution of the customer’s Service Output Demands (SODS). Nothing short of service excellence will initiate and maintain customer relationship equity, which is the cornerstone of customer retention and increased customer spend. The

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

most successful businesses in any industry are those that maintain relationships through ongoing customer satisfaction earned by meeting changing customer expectations, versus those that focus just on new business and new sales but lose existing customers.

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

Combination pro

Consequently, customer service requires a priority focus on existing customer relationship equity. Customers have become accustomed to receiving “The Ultimate Customer Experience.” Today’s customers are just smarter and utilizing the internet and the prolif

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

eration of information available to them your customer is poised to expect your absolute best. They may know an awful lot about your company before you ever walk in their door.

The importance of customer retention and its relationship to profits and growth

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

through existing account penetration and through referrals from existing satisfied customers is not an initiative. It is a proven best practice success factor.

Sales and Service

Without customers, we don’t exist, customer service is useless and there woul

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

d be no need for professional sales personnel. Next to employees, customers are the company’s most precious asset. Consequently, customer service must become a core competency. Most companies define customer service a little differently than sales. That

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

is a broad definition and we must not lose sight of the fact that every employee in one way or another is involved in customer service. Sales personnel just happen to be one of the “Front Lines.” As a “customer driven organization” it is important to discu

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

s how you serve your customers. In one way or another, every employee provides customer service.

Industry studies position inside sales, customer service and counter service at center stage. Different studies document changing customer expectations. They

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

Following aspects would a

prove the primary day-to-day contact with customers by inside sales, customer service personnel or the counter represents the biggest opportunity to develop and maintain customer relationship equity. Customer service is the customer’s window into the comp

dd to the challenges in developing combination products:

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

any. Through that window, customers see and experience the commitment to service excellence. All companies tout, "We have the best service in the industry." Woo Hoo—the customer today demands that you walk the walk! As a customer driven organization, fai

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

lure to provide service excellence encourages customers to readily switch to get what they want.

Operations and Logistics

Accuracy is one of the most important factors in service excellence. That factor applies to everyone in the organization, but it is

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

especially true on the front line. Logistics, for those customers requiring delivery is also a part of the formula for excellence. Filling the order means knowing the inventory and location of all products to ensure customer satisfaction. Filling an order

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

with the wrong product size, type, or causing unanticipated delays deteriorates customer relationship equity.

Customer Facing

Inside sales, customer service and counter sales professionals are key links to the customer; a crucial ingredient in the service

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

Professional from academic institutions, pharmaceutical industries, health care indust

excellence formula. Don’t underestimate the impact on customer relationships, sales growth and profitability. Customers have higher expectations of their face-to-face contacts and their regular telephone contacts than anyone else in the company. They want

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

to get the right product, at the right time, at the right price. They also want to talk to knowledgeable total solution providers that do more than just write orders and handle complaints.

All sales and support people hold key positions in the organizatio

.

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

n and contribute favorably in all the aspects of the sales process. The ability to follow policy and procedures and to employ good judgment is also highly valued by management. A complete understanding of your role and the role and function of your teammate

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

Companies that provide selfless information through particip

s will improve your ability to service the customer. The most important concept is your role in developing relationship equity. Relationships play a key role in improved service, increased sales, improved profitability and deeper penetration at each account

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

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Computer consulting clients can be asked some simple questions for to help you get more customers and keep your current ones satisfied. Listen to the answers and use them to help grow your business of computer consulting.

Assuming that you've appropriately prepared yourself for the interview (personal assessment, company research, mock interview prep - - check out Career Advice page at www.beaconcareermgmt.com for more info), then the interview should be easy. However, despite all of the preparation, even the best falter when sitting down face to face with a hiring manager or human resources staff. It's one thing to outline who you are on a piece of paper (the resume), it's something else to actually explain who you are in person and face-to-face with another person.

Most of us have known a few LOSERS in our career. Problems surface and we face challenges. Who are the ones we call losers? Where did they come from? How did we end up with them on our payroll? Who hired them?

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