Customer Engagement Model in Pharma: Share What You Learn

Welcome to the Performance Minute from the Performance Development Group. Imagine this. A rep walks into an appointment to talk about finding a new patient. Instead, the visit becomes about the doctor's current patient stuck in a reimbursement limbo. That visit is over before it starts. Not the rep's fault. She had no way to know there was a reimbursement problem. Every function tracks its own piece.

So, the doctor sees two people from one company, each with their own agenda. The simple fix: a customer engagement model. One plan for the doctor, every function working from it. Passing along what you learned is part of that model. It might sound like this. I saw Dr. Smith today. One of her patients is stuck on a reimbursement problem.

Now, the next person who walks into that office already knows. So, after your next call, pass along one thing you learned to the person who needs it. That's when the doctor sees one connected company. And that's the model at work. This is the Performance Minute. See you next time.