The management of our stakeholder relationships are moving from a dominance of face-to-face engagement to interactions using various channels [Multi-Channel]. This has driven Pharma to adopt a product centered Multi-Channel Engagement [MCE] approach, and latterly a customer experience centered Omni-Channel Experience approach [OCE] - This latter approach seeks to focus on the Customer and deliver a seamless experience through all interactions, whichever the function engaging, whatever the channel.
Account Team members remain a vital element in the successful management of the customer experience (as they orchestrate the majority of stakeholder interactions). Likewise, with advances in technology and with new tools and resources at their disposal, Account Teams therefore need to become an integral part of the OCE Strategy, Imonic have a proven approach to do this:
Initially we identify the integration points for field teams with your OCE program, this involves for example:
This approach enables us to: