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Cases - How Easy is Your Company to Do Business With?
This may seem like a rhetorical question, but stop and think about your business ― from your CUSTOMER's perspective, ask yourself: Is your organization truly
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
easy to do business with?
I recently called a local auto dealer to schedule routine maintenance on my car. I spoke with the Service Manager who was very nice. He
I recently called a local auto dealer to schedule routine maintenance on my car. I spoke with the Service Manager who was very nice. He
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
was very efficient, in fact too efficient. He hung up on me while I was in the process of asking to speak with a salesperson.
I've always liked the dealership so
I've always liked the dealership so
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
I called back. The Service Manager answered the phone. I told him that we'd just spoken and that he had hung up on me! I assured him I didn't think it was intentio
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
al, but that he was merely in a hurry. I also explained that I wanted to speak with a salesperson.
He apologized, thanked me and hung up – again! I called back a
He apologized, thanked me and hung up – again! I called back a
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
third time and a salesperson answered the phone (thank goodness!). After answering my questions about a new vehicle I wanted to purchase I asked to speak with the
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
eneral Manager.
The GM was pleasant until I explained my concern -- that in their effort to deliver fast service they were delivering poor service. His response w
The GM was pleasant until I explained my concern -- that in their effort to deliver fast service they were delivering poor service. His response w
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
as a very defensive and loud, "You did it wrong! You should have called sales first and asked them to transfer you to service!!"
I did it wrong.
Now, I'm sure th
I did it wrong.
Now, I'm sure th
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
s car dealer thinks he's real easy to do business with. I disagree. How many of your customers would call you three times to make a single purchase? Not many, I wo
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
uld bet. Now, I'm questioning whether to do business with this dealership in the future. Like all customers, I have a lot of places to choose from when deciding wh
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
re to spend my money. You can bet your last dollar I'm going to think twice about choosing someone who yells at me.
And I'm not going to do business with an organ
And I'm not going to do business with an organ
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
ization that makes me jump through hoops to do business their way, either. This is especially true when "their way" is not transparent. How was I supposed to know
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
hat if service answers the phone I am supposed to ask for sales first and then ask sales to transfer me back to service?
Why couldn't I just take care of my servi
Why couldn't I just take care of my servi
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
ce issues while I had service on the line?
Nor am I going to do business with someone who doesn't know how to handle customer comments. That's Business Basics 101
Nor am I going to do business with someone who doesn't know how to handle customer comments. That's Business Basics 101
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
Organizations that have not mastered "How to Handle Customer Comments" are not worth patronizing. They take too much time, which means they're not easy.
Take a
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
look at the process your customers go through.
Where does your company make doing business more difficult than it needs to be?
How can you make it easier for the
Where does your company make doing business more difficult than it needs to be?
How can you make it easier for the
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
customer? Easier for you? It's worth taking the time. After all, with all things being equal, it's human nature to follow the path of least resistance. That means
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
your customers and prospects are going to do business wherever they find it to be easiest.
Try this: Periodically call -- or ask a customer friend to call -- your
Try this: Periodically call -- or ask a customer friend to call -- your
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
place of business with a specific customer service-related issue and find out for yourself how effective your personnel are at dealing with customer service proble
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
ms. If your customer friend has the equipment to tape record the call, you may wish to use the recording as a training tool at an upcoming customer service meeting
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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