{"id":3488,"date":"2022-07-19T09:56:24","date_gmt":"2022-07-19T09:56:24","guid":{"rendered":"https:\/\/pharmadvisor.fr\/orchestration-de-la-relation-client\/"},"modified":"2022-08-22T18:06:42","modified_gmt":"2022-08-22T18:06:42","slug":"customer-orchestred-relationship","status":"publish","type":"post","link":"https:\/\/pharmadvisor.fr\/en\/customer-orchestred-relationship\/","title":{"rendered":"Customer Orchestred Relationship"},"content":{"rendered":"<p>Simon Sinek, \u00ab\u00a0people don\u2019t buy what you do, they buy why you do it\u00a0\u00bb<\/p>\n<p>\u00ab\u00a0<em>les clients n\u2019ach\u00e8tent pas ce que vous faites, ils ach\u00e8tent pourquoi vous le faites\u00a0\u00bb.<\/em><\/p>\n<p>In other words the most important is the story that you tell with your product, brand or service. Your story should be <strong>relevant<\/strong>, <strong>clear<\/strong> and <strong>ambitious<\/strong>.<\/p>\n<p>At Pharmadvisor, we state the definition of orchestrating is to reach an objective by planning and coordinating different elements to produce a desired effect or result and to provide an exceptional or incredible customer experience.<\/p>\n<p>The basis of the customer experience for a company is to provide, in addition to your products, personalized services in order to enrich the life or the journey of each customer with a memorable event.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-3208\" src=\"https:\/\/pharmadvisor.fr\/wp-content\/uploads\/2021\/04\/Orchestration-de-la-relation-client-dans-le-monde-pharmaceutique.jpg\" alt=\"Orchestration de la relation client dans le monde pharmaceutique\" width=\"770\" height=\"356\" srcset=\"https:\/\/pharmadvisor.fr\/wp-content\/uploads\/2021\/04\/Orchestration-de-la-relation-client-dans-le-monde-pharmaceutique.jpg 770w, https:\/\/pharmadvisor.fr\/wp-content\/uploads\/2021\/04\/Orchestration-de-la-relation-client-dans-le-monde-pharmaceutique-640x296.jpg 640w, https:\/\/pharmadvisor.fr\/wp-content\/uploads\/2021\/04\/Orchestration-de-la-relation-client-dans-le-monde-pharmaceutique-768x355.jpg 768w, https:\/\/pharmadvisor.fr\/wp-content\/uploads\/2021\/04\/Orchestration-de-la-relation-client-dans-le-monde-pharmaceutique-320x148.jpg 320w\" sizes=\"auto, (max-width: 770px) 100vw, 770px\" \/><\/p>\n<p>At Amazon, the customer experience is a continuous process focused around 3 drivers: <strong>understanding<\/strong> and <strong>anticipating the needs<\/strong> of their customers and <strong>simplifying their buying journey<\/strong>. To do this, Amazon invests heavily in technology to improve the experience of their customers: personalized shopping journey, efficient customer service and unbelievable delivery service.<\/p>\n<p>Another example, Accor has created an \u201cAll\u201d program (which could be summarized as at home) based on an integrated CRM to deliver several interactions throughout the journey of their customers.<\/p>\n<p>Providing a positive, extraordinary experience to your customers is an essential lever for optimizing their loyalty, transforming them into ambassadors for your brand, in other words, making them choose you beyond any rational consideration.<\/p>\n<p>Orchestrating your customer relationship can therefore be expressed by the LUA2 formula:<\/p>\n<ul>\n<li><strong>Listen<\/strong> to define the framework, insight and identity card of each of your customers<\/li>\n<li><strong>Understand<\/strong> to identify the 3 driving forces of your solution: Premium, Personalization, Digitalization<\/li>\n<li><strong>Analyze<\/strong> in real time to anticipate the evolving needs of your client by setting up impactful and probable scenarios<\/li>\n<li><strong>Act<\/strong> using data, data and always data to measure and make it reproductible<\/li>\n<\/ul>\n<p>Your customers expect to be guided to achieve their goals. Why register in the present time? Use real-time data to <strong>Analyze behavior<\/strong>, <strong>Predict <\/strong>and <strong>Identify <\/strong>your best actions to implement to <strong>Personalize<\/strong> the experience of each of your customers.<\/p>\n<p>In the pharmaceutical environment, sales health products and solutions directly, to the final consumer is often not possible. Consequently, regardless of our first client, doctor, pharmacist, payers, patient, you must focus on how to transform your purchaser client into a prescriber client?<\/p>\n<p>To do this, reassessing the experience of your customers versus your competitors through their journeys is a great help by asking yourself a question: what impact does my solution have on the prescribing behavior of my customer?<\/p>\n<p>The Assets-Attractions Matrix is \u200b\u200ban important resource here.<\/p>\n<p>You can also use indicator such as the NPS (Net Promoter Score) to know the level of your customer to recommend your solution, brand or product.<\/p>\n<p>In conclusion, to set up a successful Orchestred customer relationship in your company, make sure to put in place:<\/p>\n<ol>\n<li>A data collection infrastructure<\/li>\n<li>A personalized contact program for each client (before, during and after the contact)<\/li>\n<li>A simple following indicator to be able to reproduce the result obtained<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>Quickly disseminate superior deliverables whereas web-enabled applications. Quickly drive clicks &#038; mortar catalysts for change before vertical architectures. Globally incubate standards compliant channels before scalable benefits.<\/p>\n","protected":false},"author":1,"featured_media":3329,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3488","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-strategy"],"_links":{"self":[{"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/posts\/3488","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/comments?post=3488"}],"version-history":[{"count":1,"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/posts\/3488\/revisions"}],"predecessor-version":[{"id":3489,"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/posts\/3488\/revisions\/3489"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/media\/3329"}],"wp:attachment":[{"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/media?parent=3488"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/categories?post=3488"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pharmadvisor.fr\/en\/wp-json\/wp\/v2\/tags?post=3488"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}