Understand your customers and optimize your customer engagement
Understand your customers and optimize your customer engagement
Customer engagement describes all interactions that professionals (HCPs) and key opinion leaders (KOLs) have with your organization along the customer journey. Our goal is to provide you with transparency on these interactions and to give you a 360° overview of the diverse and multi-layered activities of your customer engagement.
Together with you, we construct your own successful customer engagement model so that you can achieve your business and revenue goals with as few interactions as possible, yet always with the right ones.
Our service offers
With our customer engagement experts, we have accumulated many years of experience in the commercial and medical sectors of the life sciences industry and have built up a wealth of knowledge, developed best practices and achieved engagement successes. We would be happy to help you optimize your customer engagement as well. We advise both small and medium-sized life sciences companies as well as global corporations.
The challenge of a 360° customer view in omnichannel marketing
For the longest time, the sales and medical sales force has been the primary communication channel in the life sciences industry. Today, the modern customer engagement model thrives on a hybrid online and offline approach within the omnichannel mix. The 360° view of customers offers the potential to gain insights on how and when a customer can be optimally approached.
This is how we support you:
Measuring success with the right KPIs
For a sustainable customer relationship and efficient engagement management, it is necessary to define meaningful KPIs and to track them continuously. In collaboration with you, we develop the appropriate KPIs and prepare their implementation. We are happy to support you when it comes to the respective transition of your already existing dashboards, creating new dashboards and implementing the visualization of your KPIs in reports.
Instantly see at a glance how your marketing channels and campaigns are performing, how intensively your communication channels are being used by Sales Reps and Medical Science Liasion (MSL) Managers, how key sales metrics are performing, and to what extent the output is in line with your planned target achievement.
Determine the Next Best Action for each customer
Identifying the right activity at the right time via the appropriate channel for a particular customer for many marketing and sales executives. However, based on customer-related data (customer profile, engagement), company-related data (product availability, season, …) as well as predictive models and customer segmentations, it is quite possible to analytically determine a recommended course of action for the next customer interaction. This recommended action is called the Next Best Action, which gives you the greatest chance of with the right message at the right time.
In this regard, the recommended action may be a sales activity (e.g. call), a marketing campaign (e.g. white paper promotion), or a medical contact (e.g. MSL visit). Ensure your long-term success by using Next Best Action.
Success through the right employee training
Through People Enablement, we teach your sales, marketing, or medical staff our holistic approach that contextualizes the proper use of the CRM system, the interpretation of the acquired data using the BI system, and the planning of next steps in customer engagement.
We enable your employees to use the available channels efficiently and effectively, as well as to correctly interpret the data obtained and derive the best next steps from it.
In this way, silo thinking can be avoided and cross-departmental working can be promoted.
Customer Life Cycle Management within the CRM system
The CRM system is more than just a customer database. The CRM system brings together all processes from the areas of marketing, sales and service (customer support) and thus forms the basis for comprehensive customer life cycle management.
However, the implementation and management of a CRM system is complex. We accompany you in your CRM project both on a strategic and on an operational level regarding the following aspects:
Satisfied users through embedded analytics
Integrating the analyses from the BI tool into the CRM system often poses a major challenge for many companies. To save you the costly and time-consuming integration of your data, we have developed an embedded analytics solution. With it, you can view all analyses and dashboards from your BI tool (e.g. Qlik) directly in your CRM system (e.g. Veeva) – without any data integration. In addition, deep linking allows your users to easily switch back and forth between analyses and customer profiles, allowing them to efficiently plan targeted activities.
You want more insights?
Check out our other blog articles about customer engagement!
Evaluate customer engagement with Veeva CRM
Do you know which data from Veeva CRM helps you improve customer engagement? In my latest blog post, I will tell you more about the relevant data and channels.
Use this data to assess your customer’s engagement as a life sciences company
Which data and insights help me to assess customer engagement as a life sciences company? And how can I improve customer engagement? Learn more in this article.
What customer data is available to life sciences companies?
Correct data collection & processing is not the favorite topic of many, but immensely important! Without data no information & therefore no reliable statements.
This is what you should know about your customers in the life sciences industry
Learn here, what you as a life sciences companies should know about your customers to inspire them to further engagement, and how to come to that knowledge.
How to turn a customer into an engaged customer
There are several factors for influencing a customer to become an engaged customer. These include - amongst others - trust, understanding and relevant content. Learn more.
What is customer engagement and why is it so important?
Everyone is talking about customer engagement. But what excatly is it, why is it important and how do I optimize customer engagement? Learn more in our blog post.
Your data is the key to your company’s success. So turn your data into valuable knowledge with data analytics.
With Data Insights, you receive tangible recommendations for action that will maximize your success.
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