Customer Service Best Practices
Best Practices, LLC has conducted extensive research in the field of Customer Service. Browse through and sample our published Customer Service research in the topics below:
| |  | Internal Communication Excellence: Tactics Used by Biopharma Executives to Increase Organizational Effectiveness  
Non-members: Click here to review a complimentary excerpt from "Internal Communication Excellence: Tactics Used by Biopharma Executives to Increase Organizational Effectiveness"
STUDY OVERVIEW
Technological advances have dramatically increased the amount and frequency of communication in the pharmaceutical workplace - in particular Internal Communication. However, the diversity of communication tools, sources, and platforms makes it difficult to ascertain the preferred and most effective Internal Communication tactics and strategies within the pharmaceutical industry.
Best Practices, LLC conducted this research to identify the most effective Internal Communication tools and how employees within the biopharmaceutical industry best utilize various communication formats to achieve organizational objectives. Specifically, this study reviews the frequency and type of Internal Communications shared and received, and the type of work-related Internal Communications viewed and forwarded with mobile devices. The largest portion of the study focuses on the which communication mediums (voice mail, email, intranet, etc.) are most effective within pharma companies for various types of Internal Communications, including general, industry, product, strategy, vendor, training, performance and others. In addition, the study presents the most effective communication platforms for communicating with superiors, peers and subordinates when sharing information regarding projects, products, training, industry, and more.
Biopharma professionals who use and send Internal Communications can use this study to identify the preferred communication formats/platforms for a sharing a broad range of Internal Communications to achieve organizational success.
KEY TOPICS
Types and frequency of Internal Communication shared and received
Identify Internal Communication medium & preferences for array of message types
Measure Internal Communication Effectiveness
Voices from the Field
SAMPLE KEY METRICS
Most & Least Commonly used Medium for Internal Communication
Use of Mobile for Internal Communication
Preference vs. Effectiveness: Internal Communication Using Mobile
Effective Tools for general communication, industry information, case studies, product information, strategy guidance, vendor communication, training and more
Average Weekly Hours Spent on Internal Communications
Effective Tactic to Prioritize Communications
Percentage of Redundant Communications Received Internally
SAMPLE KEY FINDING
Effectively Tackle Internal Communication Using Type: Organizing emails by type (action required vs. informative) is the most effective method. However, pharmaceutical respondents then consider (1) the sender and (2) the content while non-pharmaceutical respondents utilize technology to consider importance.
METHODOLOGY
The benchmark class of participants includes total of 51 representatives from the biopharma sector. Qualitative and quantitative data for this report were collected through an online survey instrument.
Employ Customer Segmentation to Drive Customer Service
Employ self-selecting, individually correcting customer segmentation for
effective target marketing.
Most companies understand the superior economics of targeted marketing and the
need for a segmented approach to developing products and value propositions.
Many invest heavily in market research to generate elaborate demographic or
psychographic segmentations. But too often these models prove unsatisfying
because there is no practical way to identify a customer by segment. Defining a
segment as “big backyards” or “personal-computer junkies” may call to mind a
picture of the lifestyle or mind-set of the people in those groups, but it does
not provide a useful means of finding the customer.
American Express has designed a self-selecting, individually correcting
approach to reduce cost of segmentation and shorten time-to-market when it
tests new value propositions ...
Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation
Non-members: Click here to review a complimentary excerpt from "Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation"
Master, step-by-step, the processes that turn CRM initiatives into global successes. Customer Relationship Management solutions are often a multi-million dollar investment. After committing to such a large expenditure, companies must be assured that their CRM investments will thrive. Recent research shows that a customer-focused culture is just as critical as the technology to a CRM implementation success. This Best Practices Benchmarking® Report details how companies effectively roll out CRM initiatives throughout their organizations. It highlights the step-by-step processes and key milestones companies use to realize the potential of their CRM tools.
STUDY SNAPSHOTS
Globalization has widened customer choices by expanding a purchaser's reach across countries and continents. E-business tools have made it easier for consumer and business customers to evaluate diverse purchase options. Consequently, the job of building lasting customer relationships has grown far more complex for most companies. Many companies now have corporate-wide contact and account management systems. However, the strategic and cultural challenges of CRM continue to hamper successful implementation that produces positive financial results. In short, CRM implementation challenges often stand in the way of companies realizing the full economic benefits of customer-focused growth strategies.
CRM initiatives must be carefully planned and consistently supported in order to drive customer retention, cost reduction and higher profitability. Many companies proclaim that customer relationships are critical to lasting marketplace success. Yet few companies have successfully shaped their marketing, sales and delivery systems to optimize return on customer relationship investments. This benchmarking study is designed to serve as a roadmap to this end.
The cornerstone of this benchmarking study is the Step-By-Step Guide to CRM Implementation, which details the key milestones and best practices companies have used to successfully execute CRM initiatives. Sample milestones include:
Integrating Legacy Initiatives
Allocating Resources for Pilot Programs
Distinguishing Global and Local CRM Processes
Leveraging Knowledge Management Tools
Developing Customer-Centric Employees
KEY TOPICS
The report contains benchmark metrics and best practices employed by partner companies. These practices outline how best-in-class companies turned their multi-million dollar CRM investment into a multi-faceted approach to retaining and maintaining valuable customer relationships. Key topics highlighted by the report include:
Most useful performance metrics and how performance measurement can be used to build support
Ramping up CRM from the pilot stage to global roll-out
Ensuring that ownership and support for the initiative are company-wide
The knowledge to transform a corporate culture from product-focused to customer-focused allows leading companies to attract, nurture and retain highly profitable customer relationships.
KEY FINDINGS
The operational insights contained in the report give a top-level view of how benchmark partners and other top companies are successfully building highly effective CRM processes. Benchmark partners emphasize the need to stay focused on concrete economic returns to ensure success for new CRM initiatives. Many CRM teams have stumbled on the way to theoretical results. Building a high-impact implementation plan and continuously communicating benefits will help your team succeed. The Best Practices, LLC research team analyzed field findings, organized them thematically, prioritized them by impact. Selected key findings discovered by Best Practices follow:
Identify points in the company’s business strategy where CRM can deliver maximum value. Highlight these opportunities through internal “marketing” of customer-focused programs.
Prioritize customer-centric programs based on potential for early wins and immediate positive impact on business. Dedicate resources necessary to ensure success and then execute a staged implementation to all parts of the business.
|
|