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Main Subject - CRM - The Human Factor
Although I am a proponent of CRM software and database management, I have never, nor will I run across a software solution that provides Complete CRM. On a note of credibility, my company, Wright Solutions is partnered with a few CRM software provid
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
ers whom will not be referenced anywhere in this post, or this series. I want you to understand the depth of my committment to the fundamentals of human CRM.
Companies in the market for CRM solutions actually are in need of better managing relation
Companies in the market for CRM solutions actually are in need of better managing relation
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
hips with their customers, and most are looking at CRM applications as the answer. I am not about to suggest that any of the well designed and reliable IT solutions are not a significant piece of the puzzle. I will say that alone, they are not 'the
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
answer'. Three significant misconceptions continue to impede the successful implementation of CRM systems or upgrades. The first myth is that CRM is a software solution, secondly that CRM is a tactic and lastly that satisfied customers are loyal c
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
stomers. The truth is that CRM is a people driven - not a software solution, CRM is a strategy not a tactic, and satisfied customers are not necessarily loyal.
Busting the myths - the 5 W's of Customer Relations.
Myth #1.
Busting the myths - the 5 W's of Customer Relations.
Myth #1.
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
CRM is a Software Solution. Who - If you spend $25,000 on the installation and implementation of a CRM system, and six months down the road you have no increase in the number of customers regularly repeating business with you,
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
ho is accountable? What - If your employees do not 'buy in' to the new system, failing to input or update customer information correctly, What results will your $25,000 investment produce? Why - Have you purchased an
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
d introduced this new software? If your answer is in any way similar to the following statement, you are guaranteeing failure: Our employees never seem to have the time, or just don't consistently follow up with our customers. Where - Are
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
you measuring and monitoring the results produced by your CRM software at the end of the process? If you are, how do you know the quality of the data initially input by front line staff? When - Time, a commodity always in demand, always in
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
short supply. Two thoughts on time: If one of the reasons you made this investment was due to the fact that your employees didn't follow up with your customers, what makes you think they'll now have or take the time to accurately update records in
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
the system? And have you made provisions for one or more people to have the extra time needed to monitor and review the output of the system for errors, duplications or unique circumstances?
Having put all that out on the table, I'm sure (well, act
Having put all that out on the table, I'm sure (well, act
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
ally I'm hoping) that I've left you with more questions. "If this great new IT solution is not the whole answer, what is?", "I've already made the investment, how do I ensure its success?", "We've trained and offered incentives to our employees, th
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
ey claim to be following proceedures, but still our numbers haven't gone up. What do we do now?" ... The possibilities here are limitless!
From my perspective, I say GOOD! It means I've succeeded in reaching my goal for today. To provide food for
From my perspective, I say GOOD! It means I've succeeded in reaching my goal for today. To provide food for
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
thought, to provide incentive for you to question and examine what you are doing today and what results you are getting is a tremendous step towards a solution. Success never comes by way of quick fixes or trendy technology. You will arrive at succ
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
ess only once you have honestly assessed the gap and determined where you are today. If you also have a clear view of where you want to go tomorrow, we can begin to size up that gap and decide how to bridge it.
How to do that begin
How to do that begin
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
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 discussion of the next myth: CRM is a tactic. My next post will bust that myth in brief as we've done here with the first.
Over the course of this series we will be taking an honest look at where many businesses are today - The
Over the course of this series we will be taking an honest look at where many businesses are today - The
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
real deal, I don't care too much for 'political correctness' or 'beating around the bush'. Some may not like my approach, but those that follow me through, those that suffer the unease of examining and questioning your 'comfort zone
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
will find themselves ahead of the game and significantly improving their success.
Until next time, I implore you to change your viewpoint, get down on the ground, climb a ladder, anything to look at your business, your employees, your customers and
Until next time, I implore you to change your viewpoint, get down on the ground, climb a ladder, anything to look at your business, your employees, your customers and
.
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
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
your processes from a different perspective. I also encourage you to read. If you haven't looked at a book on customer service since your college days, do it now. Some of my favourites are: "The Butterfly Customer: Capturing the Loyalty of Today
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
s Elusive Consumer", "Customer Tells : Deliver World Class Customer Service Using Championship Poker Strategies" and "Are You Being Served Yet?: Customer Service Evolution".
Thanks for reading. I wish you all success at learning something new today
Thanks for reading. I wish you all success at learning something new today
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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