The Three C's of Customer Experience in Oncology

Posted by Pranav Srivastava on Mar 20, 2019 8:00:00 AM

Malik Kaman co-wrote this blog post with Pranav Srivastava.

During a recent client meeting, a vice president of marketing challenged my perspective on the role of customer experience in oncology. Doesn’t every manufacturer want to achieve the same fundamental customer experience? And if we’re all going for the same thing, how can this be a lever of differentiation?  


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In Conversation With ZS Experts: How to Compete When You’re Not the First or Best on the Market

Posted by Matilda Males on Mar 15, 2019 10:21:58 AM

Jennifer Curtis co-wrote this blog post with Matilda Males.

While customer experience is not a new concept in pharma, it has been relatively absent as a core strategy for many of the leading oncology companies. Why? Until recently, it hasn’t been necessary. Twenty years ago, the oncology market was dominated by a few key players whose success was driven by single blockbuster drugs that generated years of high returns. Today, the market has exploded. The combination of high unmet need and promising revenue potential has resulted in companies of all sizes dipping their toes into the oncology market. Fourteen of the largest pharma companies have one-third of their late-stage R&D focused exclusively on oncology, and almost 700 companies have one or more assets in late-stage development, according to IQVIA’s 2018 Global Oncology Trends report. We’re also seeing a decline in the duration of clinical trials and faster drug approvals, leading to shorter development life cycles. At the same time, there are fewer clinically differentiated assets that are competing within the same space and with high prices.


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You’ve Created a New Support Team. Now What?

Posted by David Kriesman on Jan 28, 2019 11:37:05 AM

Alex Turok, Jamie Kaplan and Daniel Rabin co-authored this blog post with David Kriesman. 

In oncology, treatment trends are changing rapidly toward novel, targeted therapies with new mechanisms of action and side effects. In addition, with the approval of these new therapies, competition continues to increase such that clinical differentiation alone isn’t enough to win. These factors have created an environment where it’s critical for oncology companies to identify new ways to engage with their customers to provide a best-in-class customer experience. 


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New ZS Research Answers Three Key Questions About the Oncology Customer Experience in the EU5

Posted by Richard Secker-Johnson on Apr 19, 2018 8:00:00 AM

Malik Kaman co-wrote this blog post with Richard Secker-Johnson. 

For several years now, ZS has been running a customer experience report with oncologists in the U.S., and each year our clients have asked us to explore the impact and drivers of a positive customer experience in Europe, as well. In an online survey, which we fielded to 333 oncologists and hematologists across the EU5 (France, Germany, Italy, Spain and the U.K.), we asked physicians to rate their experiences with the top 18 oncology drug manufacturers. Our goal was to answer three questions facing all oncology manufacturers today. The results offer key insights into how companies can differentiate in this increasingly competitive landscape.


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Why I Bought a Car From an Apple Salesman

Posted by Sankalp Sethi on Sep 27, 2016 9:00:00 AM

Recently, I was looking to buy a car and had the chance to “experience” car buying at several car dealers and showrooms. I visited locations for several brands, including some premium brands. I also visited multiple showrooms for the same brands and, to my surprise, I learned that the car-buying experience can be independent of the price of the car or general “premiumness” of the brand. I had a very forgettable experience at the Audi showroom in which the salesman didn’t really try to get to know me. Instead, he simply gave me the car facts and started his sell.


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