Customer Resolution Function Also Window into Business Improvements
CHAPEL HILL, N.C. – March 17, 2011. Driving value for customers is critical to organizational success across all industries. There are many touch points between a customer and an organization, including customer resolution and customer support programs. Customer relationship-marketing programs are the key to an organization’s customer-facing initiatives functioning as effective endeavors instead of siloed, disparate efforts that largely fail. In short, there has to be an integrated approach to the customer in order for an organization to succeed in the marketplace.
Chris Bogan, CEO of the research and consulting firm Best Practices, LLC., noted in this month’s special issue of “PharmaVoice” that the state of biopharma CRM is advanced in some areas while fledgling in others.
“Historically, companies have been advanced in serving physicians with segmentation systems, thought leader programs and sophisticated relationship and CRM strategies. In contrast, CRM for patients and payers has been less sophisticated. A few have launched customer-focused initiatives, but none have transformed their old business models along these lines,” Bogan said in an article about the state of CRM in the biopharmaceutical industry. Speaking in the magazine’s 10th anniversary issue, Bogan was one of many thought leaders the publication reached out to as part of updating stories that appeared in PharmaVoice’s first issue.
Recognizing that the customer is a linchpin for success, Best Practices, LLC has published a new study on optimizing the role of customer complaint groups: “Customer Complaint Resolution Excellence: Capturing Insights to Drive Business Improvements.” The study provides insights not only on effective approaches to resolving customer complaints but also on using the complaint resolution function to capture critical customer feedback to drive quality and continuous improvement.
Some of the key topics addressed in this research include:
- Complaint Resolution Groups: Structure, Roles & Responsibilities
- Service Claim Resolution Benchmarks
- Listening to Customer Complaints to Glean Improvement Insights
The full 52-page report contains more than 200 benchmark metrics to enable complaint resolution leaders to assess how efficient and effect their complaint management organizations are. Review a complimentary summary of the study at http://www.best-in-class.com/rr1037.htm. The research is based on surveys and interviews involving 60 representatives from 58 national and global manufacturing organizations.
ABOUT BEST PRACTICES, LLC
Best Practices, LLC is a leading benchmarking, consulting and advisory services firm serving biopharmaceutical and medical device companies worldwide. Best Practices, LLC’s clients include all the top 10 and 48 of the top 50 global healthcare companies. The firm conducts primary research and consulting using its comprehensive proprietary benchmarking tools and analysis. The operational insights, findings and analysis form the basis for our Benchmarking Reports, databases and advisory services to support executives in commercial and R&D operations. Best Practices, LLC believes in the profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies.