How to Start Optimizing the Customer Experience Using Customer Engagement Journeys

Posted by Pete Mehr on Tue, Jan 03, 2017

In an attempt to optimize the customer experience, many pharmaceutical companies today have developed tactics and content to engage their customers through a variety of channels, like email, telesales, mobile alerts, videos, etc. Typically, these tactics are deployed to market as soon as the medical and legal teams approve them. The objective is to capture the ROI from each tactic as quickly as possible. This approach often leads to tactics being deployed to customers in an uncoordinated fashion, producing a sub-optimal customer experience. 


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Five Steps for Improving Campaigns With Customer Suggestions

Posted by Pete Mehr on Thu, Dec 15, 2016

Many pharmaceutical companies have started using customer suggestions to help improve the customer experience. Customer suggestion technologies use data science and technology to identify customer insights and generate recommended actions to take with each customer. With customer suggestions, you can proactively diagnose performance issues with your customers and tailor your communication efforts to match customer preferences and increase engagement.


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Three Common Challenges When Launching a Marketing Automation Tool—and How to Overcome Them (Part Two)

Posted by Jim Anderson on Mon, Jun 13, 2016

In my colleague Pete Mehr’s article, “Campaign Management: New Tools + Old Process = Time to Change!”, he describes how cloud-based campaign management tools are being under-utilized in the pharmaceutical industry. In part one of my blog series, I weighed in on one of those key roadblocks—the inability to “plug and play”—and provided a few approaches to overcoming this obstacle. Here, I’ll dive into two more of those roadblocks and discuss steps for overcoming them in order to reach the full potential of your campaign automation tool. 


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Three Common Challenges When Launching a Marketing Automation Tool—and How to Overcome Them (Part One)

Posted by Jim Anderson on Mon, Jun 06, 2016

In my colleague Pete Mehr’s article, “Campaign Management: New Tools + Old Process = Time to Change!", he describes how cloud-based campaign management tools are being under-utilized in the pharmaceutical industry, and calls out a few areas that can be challenging. In this post, we’ll dive into one of the areas and outline some approaches to remedy them. In part two of this blog post, we’ll discuss two more of these roadblocks.


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Three Tips to Help Orchestrate Your Customer Experience

Posted by Pete Mehr on Fri, Apr 01, 2016

Healthcare practitioners (HCPs) today receive countless messages from pharmaceutical companies. In fact, data from our recent AffinityMonitor report estimates that the most valuable 30,000 HCPs receive 2,700-plus pharmaceutical contacts per year, equivalent to one contact per hour for 365 days.


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