How an Agile Model Can Help Marketing Teams Be More Customer-Centric

Posted by Shantanu Ballal on Tue, Aug 13, 2019

Karthik Ramasubramanian co-wrote this blog post with Shantanu Ballal.

As pharma marketing organizations start implementing customer-centric capabilities, we start to see two key issues surface. First, the need for marketers to shift their focus to understanding customer preferences to drive personalization strategies. Second, the need for marketers to leverage cloud-based computing and adopt the right business processes to deploy personalization strategies into the marketplace. Pharma companies struggle with these customer centricity shifts due to departmental silos, hand offs between teams and stakeholders, and a shared lack of objectives. An Agile model—which helps organizations solve complex business and technology problems in order to deliver iterative value to customers—is being tested in the marketplace in order to address these issues, but there’s more to it than just speed.


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A Panel of Experts Talk MDM in Healthcare: Three Takeaways

Posted by Ankit Jain on Mon, Jun 10, 2019

The potential of digital transformation is being realized across industries. In healthcare, advanced analytics has streamlined processes, sped up research and promises to drive better health outcomes. But advanced analytics are nothing without data, and unless you can break down data siloes across the enterprise and merge critical data into a single source of truth (otherwise known as master data management, or MDM), then your data will be insufficient to drive this kind of transformation.

I recently participated in a panel discussion for Informatica World 2019 with representatives from Intermountain Health and The American Cancer Society. We discussed MDM’s role in healthcare as a driver of digital transformation.

After reflecting on the conversation, I took three things away from the event:


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System Change: The Path to Customer Centricity

Posted by Pete Mehr on Wed, Aug 08, 2018

This post is the third in a three-part series on how pharma companies can achieve customer centricity.

In our second blog post, we highlighted the difference between point change—where a change program is focused on a single, new capability—and system change, where the change program is focused on redesigning a process of how several capabilities work together. We see companies purchasing new capabilities—cloud-based marketing automation tools, digital asset management tools, data science capabilities, etc.—but introducing these capabilities via point change. This reinforces the siloed structure that most companies have today and limits the value of these new capabilities. The better approach is to recognize that these tools and capabilities are designed to be integrated, and to redesign the marketing process to be more automated and integrated across functions. In other words, use the tools and capabilities to break the silos by deploying them via system change.


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Having Customer-Centric Capabilities Doesn’t Mean That You’re a Customer-Centric Organization

Posted by Pete Mehr on Mon, Jul 02, 2018

This post is the second in a three-part series on how pharma companies can achieve customer centricity.

In my previous blog post, we spoke about pharmaceutical companies moving from a tactic-based marketing process to an orchestrated marketing process. The motivation for making this change is to optimize the customer experience. To achieve this goal, pharmaceutical companies have started to leverage cloud-based computing capabilities, purchase marketing automation platforms, enhance their analytic capabilities using data science and machine learning, use social media platforms, and hire digital experts from other industries, just to name a few of the changes. Yet companies still struggle to realize the value from these investments. 


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Conference’s Underlying Message: Change or You’ll Be Left Behind

Posted by Paul Darling on Thu, Apr 26, 2018

Joe Stevens, Jude Konzelmann and Jaideep Bajaj co-wrote this blog post with Paul Darling.

Becker’s Hospital Review’s ninth-annual meeting in Chicago earlier this month left us with several aha moments, but if we boil it all down into one actionable insight, it’s to focus on customer and patient centricity.


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