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However, you can improve customer service by finding ways to meet most customer needs promptly and providing them some level of service even when you cannot meet their needs. This all boils down to what you have

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

heard many times before—listen and express genuine concern when customers have a problem. When you cannot give customers exactly what they want, suggest options and alternatives so they will see that you want to

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

Examples of combination products may in

help them.

Your service is being evaluated every time customers or potential customers have contact with you. Be sure that all of your staff knows how to make the customers feel welcome, important, and respected

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

. First, they must be greeted politely and courteously. Learn customer’s names and call them by name. Customers need to be treated fairly and with respect. Be sure your staff knows how to suggest alternatives w

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

en they cannot meet the customer’s needs.

Customers want to be educated and informed about your products and procedures, and they want you to be understanding, friendly, and fair. Remember that your customers' ne

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

Combination pro

eds will vary according to their individual personalities and according to the nature of your business. In one setting, they may want fun and safety, and in another setting they may want accuracy. Be sure you und

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

rstand what your customers expect from you.

Also, don’t forget that your customers include anyone with whom you have dealings. This includes vendors, delivery personnel, phone calls, employees and co-workers. Yo

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

ur customers can be external or internal. External customers are the people you deal with who buy products or services from you, vendors delivery personnel, and callers. Your internal customers are the people who

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

work inside your company, but they still receive services, products, and information from you.

The relationship between internal customers and external customers is what determines the level of customer service y

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

ou provide. Everyone in a company plays some part in fulfilling the customers' needs. All day you are providing something for somebody either inside or outside your company. Also. The way you treat your employees

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

as a direct relationship with the way they treat the customer. Treat your staff as if they are important customers, and do whatever you can do to make their jobs easier.

Once you treat external and internal cust

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

Following aspects would a

omers courteously and fairly, you will set the stage for maintaining loyal customers. Remember the 80-20 rule that says that 80 percent of your business comes from 20 percent of your customers. It is much more im

dd to the challenges in developing combination products:

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

ortant to build customer loyalty than it is to go after new customers. It costs significantly more money to attract new customers than it costs to maintain existing customer relationships so there is a substantia

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

l payoff.

Take extra steps to be sure customers return to your business. Send them reminders or notices of special sales. Give them incentives and discounts for repeat business. Find out what your regular cust

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

mers buy and keep those items in stock. You may be able to increase sales by add other items that complement the items your regular customers buy. Be sure that your service is dependable, timely, and reliable. If

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

you have a delay, apologize immediate and offer to compensate customers for the inconvenience.

Remember both internal and external customers. Treat all customers with courtesy and fairness. Try to build custom

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

Professional from academic institutions, pharmaceutical industries, health care indust

r loyalty and find ways to encourage your customers to return. The value of good customer service cannot be overstressed.

Jo Ann Joy, Esq., MBA, CEO
The future of your business starts here!

Y

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

ou may contact Jo Ann by phone at (602) 663-7007, by fax at (602) 324-7582, by email at joannjoy@Indigo Business Solutions.net, and by mail at 2313 East Ocotillo Rd., Phoenix, AZ 85016. I have many publish

.

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

d articles, and I will send any article to you free of charge. Most consultations are free.

For information about other important legal, tax, and business topics, free copies of articles, or EBooks, please visit

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

Companies that provide selfless information through particip

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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