To be more customer-centric event in such environments, you need direct feedback, transparency and solutions that work for both sides.
What do you see as the biggest challenge in pharma customer experience nowadays?
Even though there has been evolvement towards focusing on customer centricity with different stakeholders our industry still tends to consider them as the centre of gravity and hence creating a distance between us and our customers. In the end building trust is essential in order to create a meaningful benefit for everyone.
Which are the key enablers to become more customer-centric?
Dynamic environments create uncertainty. The key question is:
How can we enable real partnership to positively evolve the healthcare environment/eco-system?
We are convinced that direct and unbiased feedback, integrity, collaboration and transparency is the best way to identify synergistic and systemic solutions that create mutual benefits.
How to improve customer engagement?
Customer experience becomes the primary product.
Working with our stakeholders in a holistic way and involving them early on in our value chain is essential for us to understand real customer needs. Only then we can create enhanced solutions which in the end benefits the patients.
I do believe that this new holistic customer experience ensures that the involved parties stop doing things in isolation and start building teams, which are best suited to tackle the ever-changing and challenging environment.
What trends can we expect in pharma CEM in the near future?
As mentioned before, the actual customer experience will become more important than ever. The focus for us as an industry will be on a new way of leadership, appreciating and ensuring that new ways of thinking and innovation are part of a company’s DNA in the best interest of the patients.
Recently, Patrik Grandits has been assigned the position of Vice President & General Manager for the Nordic Region at Daiichi Sankyo. Before this he was working as Head of Commercial Operations Oncology Europe and was responsible for the build out of the company’s oncology business unit in the areas of breast cancer and haematology (AML) across Europe. He was not only innovation lead and helped develop and implement a new key account business model called “The Account Engine Model” but also was involved in the set-up of new oncology subsidiaries in France and the Nordics.
Prior to joining Daiichi Sankyo, Patrik has held the position as Global Head of Product & Portfolio Strategy Oncology at Sandoz, driving global projects and B&L activities for the global franchise Oncology Injectables. Other important milestones in his career have been positions at Hospira, Allergan and AstraZeneca.