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E-Folder - Who Wants Customers Anyway?
“Wouldn’t it be a better place to work if we did not have customers?”
“This business would be so much tidier without customers! “
I am sure someone has whispered that in your organisation - but, out of ear-shot of management. But, let’s be honest, customers are a pain and they are expensi
“This business would be so much tidier without customers! “
I am sure someone has whispered that in your organisation - but, out of ear-shot of management. But, let’s be honest, customers are a pain and they are expensi
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
ve to attract; let’s eliminate them and make life easier for everyone.
You can’t afford to have customers– turn your customers into clients
Companies use interruption marketing techniques, such as newspaper adverts, TV commercials, billboards etc. to attract customers, some may be enticed
You can’t afford to have customers– turn your customers into clients
Companies use interruption marketing techniques, such as newspaper adverts, TV commercials, billboards etc. to attract customers, some may be enticed
; 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
into your door, you serve them and they go. You then repeat the whole process again. It is an expensive exhaustive way of making a living.
Is there an alternative? The answer is yes. You don’t have to have customers to grow your business and many businesses do not have customers, they cann
Is there an alternative? The answer is yes. You don’t have to have customers to grow your business and many businesses do not have customers, they cann
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ot afford them.
Successful businesses have clients. Yes, they use interruption marketing techniques to get them in their front door, but then use permission marketing to change them from customers to clients. A customer buys a commodity; a client is in a caring relationship with your busin
Successful businesses have clients. Yes, they use interruption marketing techniques to get them in their front door, but then use permission marketing to change them from customers to clients. A customer buys a commodity; a client is in a caring relationship with your busin
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
ss. We are going from a process to a relationship.
With the above in mind, do remember the old slogan from South West Airlines? “Customers are not No. l, they are No. 2- our team members are No. 1”.
If you work on your business culture with your team you will stop having customers and you
With the above in mind, do remember the old slogan from South West Airlines? “Customers are not No. l, they are No. 2- our team members are No. 1”.
If you work on your business culture with your team you will stop having customers and you
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
will start having clients. People who want to deal with people and enjoy the experience.
The way your employees feel is the way your customers are going to feel. - Karl Albrecht
Having a customer philosophy could also be the demise of your business. Big retailers can afford to have custom
The way your employees feel is the way your customers are going to feel. - Karl Albrecht
Having a customer philosophy could also be the demise of your business. Big retailers can afford to have custom
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
ers because they can drive their business on price. Medium to small business, not-for-profit or service industries often do not have the buying power or marketing dollar to compete at this level. A change in thinking is essential for many to grow their business.
How do you get clients?
Po
How do you get clients?
Po
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
ential clients are already walking into your door, but often they remain in customer mode, due to the indifference of team members.
This is more common than we would like to admit. A recent headline in the ‘Strait Times’ newspaper in Singapore was entitled “Rudeness - It’s all part of the
This is more common than we would like to admit. A recent headline in the ‘Strait Times’ newspaper in Singapore was entitled “Rudeness - It’s all part of the
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ervice”. This is not unique to Asia. In the USA the ‘Orlando Sentinel’ newspaper had a headline “Lousy service, get used to it”. We all have a rat-bag member of staff, someone who thinks they are doing the right thing but aren’t – someone who causes the team to cringe with embarrassment whe
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
n they are on the desk. Sadly, it is often these staff members that the whole team is measured against.
This, along with research. indicates customers believe they are receiving worse customer service these days. Another reason to eliminate customers and get clients into your business.
Wo
This, along with research. indicates customers believe they are receiving worse customer service these days. Another reason to eliminate customers and get clients into your business.
Wo
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
k with your team to improve your business culture, not only your processes and your team will start building a client-base that will grow your business. Hold a team meeting and use these rarely asked questions.
Are we recruiting for attitude and behaviour – or only skills?
How do we handl
Are we recruiting for attitude and behaviour – or only skills?
How do we handl
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
poor performers?
What type of business would we like to work in?
What can we do to grow our business?
How can we change what we do to have more fun?
How can we share that fun with our clients?
What can you do
Training the team has to be an essential part of your strategy to compete w
What type of business would we like to work in?
What can we do to grow our business?
How can we change what we do to have more fun?
How can we share that fun with our clients?
What can you do
Training the team has to be an essential part of your strategy to compete w
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
ith the box stores. Someone once said to us that they don’t train their staff in case they left to work somewhere else. What scared us was the staff staying with the business as an untrained team. Investing in your team is essential for the success of any business.
The rules of the game
F
The rules of the game
F
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
rstly as a manager, you have to recruit staff with personality, provide technical knowledge to ensure they have confidence and then empower them to make decisions. Assuming you have the right team member and the right culture, you then have to introduce a consistent skills level that can be
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
measured. The team member has to be much more than a sales person – they have to be a host, consultant and seller, it’s very complex.
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winni
Winning host attributes
Company wardrobe
Name badges
Positive body language
Pleasant tone of voice
Verbal welcome and farewell where appropriate
Winni
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
ng consultant attributes
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm customer needs
Finalises transactions by asking customer if they require further information or help
Can communicate their knowledge
Think FOR the cus
Is a good listener
Use open questions to start a conversation
Have technical knowledge
Paraphrase to confirm customer needs
Finalises transactions by asking customer if they require further information or help
Can communicate their knowledge
Think FOR the cus
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
omer in anticipating their needs
Use the language of the consumer, not industry jargon
Can turn features into benefits
Winning seller attributes
Sells something then sells something ( offers more than the customer expects)
Promotes your brand
Top teams have relationships
The top sale
Use the language of the consumer, not industry jargon
Can turn features into benefits
Winning seller attributes
Sells something then sells something ( offers more than the customer expects)
Promotes your brand
Top teams have relationships
The top sale
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
teams form relationships; they don’t have customers, they have their own clients and those clients on-sell your business to potential new clients.
What secret do they hold? The general rule of the game is they ask three questions about you as a customer: your life, your hobbies or your pl
What secret do they hold? The general rule of the game is they ask three questions about you as a customer: your life, your hobbies or your pl
.
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
ans, prior to moving into the consultant role. These team members instinctively know when it appropriate to do this, as some customers are purely ‘hunters’ and only want a simple transaction. These people are excellent at forming appropriate relationship with customers and their average per
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
ormance is higher than anyone’s.
Remember the rules of the game: create an innovative business culture, recruit people with personality and then develop their skills. The key is really valuing your team and the role they have in your business, if you don’t, they could be costing you dearly
Remember the rules of the game: create an innovative business culture, recruit people with personality and then develop their skills. The key is really valuing your team and the role they have in your business, if you don’t, they could be costing you dearly
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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