Seizing the Customer Experience Opportunity in Life Sciences

Salesforce and Harvard Business Review (HBR) have teamed up to dive deep on why improving customer experience is top of mind for life science organizations in this "Seizing the Customer Experience Opportunity in Life Sciences" whitepaper.

According to new research from Harvard Business Review Analytic Services, the most significant change made in response to pandemic-driven customer needs by the 105 life sciences organizations surveyed was to engage with customers via digital tools, cited by 80%. Of those who made that change, 99% say they will continue to use those tools even after the crisis has passed.

This whitepaper will highlight how:

  • Life sciences companies are integrating more data and analytics into their customer processes and using those insights to improve frontline decision making.
  • Expanding their customer relationships can provide new business opportunities for pharma and medtech companies.
  • Becoming customer-centric will require not only making better use of data and technology, but also internal changes to the organization itself, including the culture it cultivates and how it engages more broadly across the entire health ecosystem.



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