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E-Folder - Internal and External Customers
External customers are the company’s clients. They are people who purchase the products the company produces. They are of a great importance to the organization. There are also interna
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
l customers. They play an important role in the organization’s success as well. Internal customers are the staff that the company hires.
BENEFIT OF CUSTOMER CARE TO YOUR INTERNAL CUST
BENEFIT OF CUSTOMER CARE TO YOUR INTERNAL CUST
; 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
OMER
The Internal customer e.g. your staff, will benefit significantly by good customer care. More effective management will lead to a more motivated workforce. It will also give yo
The Internal customer e.g. your staff, will benefit significantly by good customer care. More effective management will lead to a more motivated workforce. It will also give yo
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
u improved co-operation
between your departments. Your staff will welcome the fact that you
are willing to invest valuable time and money in them as individuals
as well as a team, a
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
nd will have more job security.
BENEFIT OF CUSTOMER CARE TO YOUR EXTERNAL CUSTOMER
Your External customers e.g. the members of the general public are the most important people to yo
BENEFIT OF CUSTOMER CARE TO YOUR EXTERNAL CUSTOMER
Your External customers e.g. the members of the general public are the most important people to yo
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ur organisation. Without these people
coming into your shop and buying your furniture your business would
not succeed. If a customer feels like she is interrupting your staff
she wi
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
ll shop elsewhere in future, which will only result in a lost
sale for your organisation. It is vitally important to make your
External customer feel valued at all stages of the sale
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
, Pre-sale,
during sale and after sale. If your customer enjoys her experience and
has a good time under your staff, then certainly she will use your
organisation again.
THE CONTRI
THE CONTRI
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
BUTION THAT EFFECTIVE CUSTOMER CARE MAKES TO THE
ORGANISATION
Every business wants to be successful. Otherwise why would you go into business in the first place? If your Internal cu
Every business wants to be successful. Otherwise why would you go into business in the first place? If your Internal cu
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
stomers are contented
in their workplace and have good quality customer care training they
will feel more motivated and confident. Also it will lower staff
absenteeism and turnover
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
of staff. In reality why should the staff
want to leave a job they feel confident and secure in!
The same good customer care given to your External customers will lead to success in
The same good customer care given to your External customers will lead to success in
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
your company. Your customers not only demand and expect
your furniture to be of the best quality but also from the level of
service they receive from your staff. Satisfied customers
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
lead to
fewer complaints for your staff to deal with, freeing up valuable time
your staff could be more industrious in. The word of mouth
recommendations your External customers wi
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
ll voice is in effect free
advertising and this will without a doubt lead to improved reputation
and most importantly to increased revenue.
It is essential to identify the considera
It is essential to identify the considera
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
tions prior to development of
an effective customer care strategy. To provide a positive approach to
customer care it is important to follow the main key issues.
Identify customer's
Identify customer's
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
needs - Knowing what your customer expects and
wants from your organisation.
Developing the right products and services - Once you discovered your customers needs it is then vitall
Developing the right products and services - Once you discovered your customers needs it is then vitall
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
y important that you develop your
product so that it will match your customers expectations.
Measuring customer's satisfaction - This requires constant and ongoing improvements, due
Measuring customer's satisfaction - This requires constant and ongoing improvements, due
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
to the changes in customer's demands.
Developing Internal systems - Providing your Internal customers with appropriate customer care leads to co-operation and support from all depa
Developing Internal systems - Providing your Internal customers with appropriate customer care leads to co-operation and support from all depa
.
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
rtments, which leads to the overall success of your organisation.
Staff Training - It is essential for successful customer care that all staff is included in the training. It is vita
Staff Training - It is essential for successful customer care that all staff is included in the training. It is vita
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
l that all the staff from
the Cleaner to the Managing Director feel that they have an important
role to play in the satisfaction of the needs in addition to wants of
your customers.
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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