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Main Subject - The Customer Is the One Who Matters
Excellent customer service exceeds customer needs
(real or perceived) in a consistent and dependable manner.
Note the phrase “real or perceive
Note the phrase “real or perceive
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
d.” This is very important in understanding excellent customer service. It is not your perception of how good the service is that counts. It is the customer’s
; 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
erception that matters!
These perceptions include how customers react to your attitude, your concern for their problems, and the way you handle their question
These perceptions include how customers react to your attitude, your concern for their problems, and the way you handle their question
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
or service requirements.
When you provide service over the telephone, you may speak with the same customer many times. Even though you have never met this pe
When you provide service over the telephone, you may speak with the same customer many times. Even though you have never met this pe
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
son face-to-face, you probably have an idea of what he or she is like. You may even have a mental image of what a particular customer looks like. Customers are
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
no different. Likewise, they also have an image of you. As a valued employee, you have the ability to influence the perceptions of many customers. It is import
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
nt to remember that you are in a direct position to win or lose company business!
Take time to put yourself in the customer's shoes. The following writing is
Take time to put yourself in the customer's shoes. The following writing is
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
an excellent reminder of who the customer is.
I Am Your Customer
“You often accuse me of carrying a chip on my shoulder - but I suspect that th
I Am Your Customer
“You often accuse me of carrying a chip on my shoulder - but I suspect that th
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
s is because you do not entirely understand me. Is it not normal to expect satisfaction for one’s money spent?”
“Ignore my wants and I will simply cease to ex
“Ignore my wants and I will simply cease to ex
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
st. Satisfy those wants and I will become increasingly loyal. Add to this satisfaction with any little extra personal attention and friendly touches you can dr
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
am up - and I will become a walking advertisement for your company.”
“When I criticize your service - which I certainly do whenever I am displeased and to an
“When I criticize your service - which I certainly do whenever I am displeased and to an
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
one who will listen to me - take heed. I am not dreaming up displeasure - the source of it lies in something you have failed to do to make my experience as enj
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
yable as I had anticipated. You must find that source and eliminate it or you will lose me - and my friends as well.”
“I abhor waiting. This is an important p
“I abhor waiting. This is an important p
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
ivilege that money buys from you. And, if I am not spending big money with you this particular time, just remember that if you treat me right, I will be back l
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
ater with more money to spend.”
“I am much more sophisticated these days than I was just a few years ago. I have grown accustomed to better things, and my nee
“I am much more sophisticated these days than I was just a few years ago. I have grown accustomed to better things, and my nee
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
s are more complex. I am perfectly willing to spend more money with you - and I have more money to spend - but I insist on quality to match your prices.”
“I a
“I a
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
, above all, a human being. I am sensitive - especially when I am spending money. I cannot stand being snubbed, ignored or looked down upon. I am proud. My ego
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
needs the nourishment of a friendly personal greeting from you. It is important to me that you recognize my importance to you - that you appreciate my business
.
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
”
“I am your customer now, but you must prove to me again and again that I have made a wise choice in selecting your company over others. And, you must also c
“I am your customer now, but you must prove to me again and again that I have made a wise choice in selecting your company over others. And, you must also c
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
nvince me repeatedly that being your customer is a desirable thing in the first place. I can, after all, do business elsewhere.”
“Do we understand each other?
“Do we understand each other?
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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