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Digg It - 8 Ways to Get More from Your Existing Customers
For many of us - especially those in service businesses - our existing and previous customers are vital for three reasons:
1. They have already bought from us, so providing they had a good experience, they might buy from us again. We also know that getting a new customer is much more expensive than selling to
1. They have already bought from us, so providing they had a good experience, they might buy from us again. We also know that getting a new customer is much more expensive than selling to
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
an existing customer, so by continuing to sell to them, we are really saving ourselves some money.
2. They can give us invaluable feedback on how we did. Was our service good enough? Did we delight them or were we 'just ok'. Did our product meet their expectations? Was it good value for money? And so on.
3
2. They can give us invaluable feedback on how we did. Was our service good enough? Did we delight them or were we 'just ok'. Did our product meet their expectations? Was it good value for money? And so on.
3
; 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
They continue to save us money because they should be our major source of referrals and new business. So through them, we get access to new clients who already know about us and have a positive opinion of what we do.
Most clients I meet are not leveraging their existing customer database, and by not doing so
Most clients I meet are not leveraging their existing customer database, and by not doing 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.
, are losing out on a cost effective source of potential new business. Many receive referrals - for which they are grateful - but it's not because they actively sought the referral, or had a strategy in place to ask for it.
Here are 8 ways to maximize the value from your most valuable asset:
Deligh
Here are 8 ways to maximize the value from your most valuable asset:
Deligh
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
your Clients
Anyone with half a brain can satisfy a customer. But only when you continually delight customers will they keep coming back. You should aim to exceed your customers expectations on every interaction that they have with you. Do this consistently, and you will have a customer for life.
For ex
Anyone with half a brain can satisfy a customer. But only when you continually delight customers will they keep coming back. You should aim to exceed your customers expectations on every interaction that they have with you. Do this consistently, and you will have a customer for life.
For ex
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ample, you think your loyal client could benefit from reading a section of your ebook or an article you've written? Surprise them and make it a gift. Sure, you could say, "I'll give you a fifty percent discount." Forego the money. Give your client a reason to stick around and spend a thousand dollars instead.
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
Personalise, personalise, personalise
"We are entering an era where one size no longer fits all-or even a few. We are entering an era where one size fits one. It is highly personalized, customer-centric, customer-driven." (From One Size Fits One: Building Relationships One Customer and One Employee at
"We are entering an era where one size no longer fits all-or even a few. We are entering an era where one size fits one. It is highly personalized, customer-centric, customer-driven." (From One Size Fits One: Building Relationships One Customer and One Employee at
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
a Time).
Known variously as customer relationship management (CRM) and one-to-one marketing, personalisation is being practiced by businesses large and small across all sectors of the economy. The message here is simple: you want to lavish personal attention on customers who are going to reciprocate by being
Known variously as customer relationship management (CRM) and one-to-one marketing, personalisation is being practiced by businesses large and small across all sectors of the economy. The message here is simple: you want to lavish personal attention on customers who are going to reciprocate by being
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
onsistently good purchasers of your product or service.
Give these customers an incentive to share information about themselves that you can use when you contact them next. The more your customers feel as though you are treating them individually, the more likely they are to continue their relationship with y
Give these customers an incentive to share information about themselves that you can use when you contact them next. The more your customers feel as though you are treating them individually, the more likely they are to continue their relationship with y
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
ou.
Provide Guarantees
A guarantee is a powerful tool for keeping your customers when they might otherwise go elsewhere. With a good guarantee, you tell your customers where and how to complain, and that complaining is worth their time and effort. It also shows that you care. A good guarantee is uncon
Provide Guarantees
A guarantee is a powerful tool for keeping your customers when they might otherwise go elsewhere. With a good guarantee, you tell your customers where and how to complain, and that complaining is worth their time and effort. It also shows that you care. A good guarantee is uncon
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
itional, easy to understand, meaningful, easy to invoke and easy to collect on.
Ask for Feedback
If you don't know what your customer thinks about you, your business, your product and your services, then you might as well close shop.
People will endorse your business not because they think it looks g
Ask for Feedback
If you don't know what your customer thinks about you, your business, your product and your services, then you might as well close shop.
People will endorse your business not because they think it looks g
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
ood, but because they know it is good. If they have problems with your services, customers are the best source of objective advice on how to make improvements. So have a process in place where you regularly ask them for feedback. And once they've given it to you, let them know how you are going to use it. They
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
will begin to feel involved in your business, and are more likely to send other people your way.
Reward them for being Loyal
Loyalty marketing programs are designed to engender loyalty and increase sales from your best customers. When properly designed and executed flawlessly, loyalty programs provide
Reward them for being Loyal
Loyalty marketing programs are designed to engender loyalty and increase sales from your best customers. When properly designed and executed flawlessly, loyalty programs provide
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
a vital link between your business and your customers, improving customer satisfaction and increasing sales. Here are some commonly used ideas for creating your own loyalty program:
? preferable rates for loyal customers
? provide bonus product or service if they have bought before
? programs that promote
? preferable rates for loyal customers
? provide bonus product or service if they have bought before
? programs that promote
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
ultiple purchases (buy 3 and get the 4th free)
? Points program - each purchase is worth points. When they amass a certain number of points they get a reward of some kind
Keep in Touch
Keeping in touch with your customers is about maintaining relationships. Customers are most likely to keep buying fr
? Points program - each purchase is worth points. When they amass a certain number of points they get a reward of some kind
Keep in Touch
Keeping in touch with your customers is about maintaining relationships. Customers are most likely to keep buying fr
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
om you if you have a strong relationship - if they trust you and your product/service. Your keep in touch strategy should consider:
* the best way to stay in contact (email, telephone, hardcopy newsletter etc)
*frequency (monthly, quarterly event-based), and
? what to talk about (what your company is doing
* the best way to stay in contact (email, telephone, hardcopy newsletter etc)
*frequency (monthly, quarterly event-based), and
? what to talk about (what your company is doing
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
industry information, tips and hints, useful resources etc)
A Keep in Touch program is not the place for a hard sell. Keep it information based, concise and interesting
Implement a Referral process
Be very clear about who you want as a referral and why. The quality of referrals you receive depends
Implement a Referral process
Be very clear about who you want as a referral and why. The quality of referrals you receive depends
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
on how well your customers understand what you are looking for. The best way to do this is to write it down for them, or discuss it in some detail - don't assume they already know. At the conclusion of every sale, ask them if they know of any other people who would be interested in your service.
Thank them
Thank them
.
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
for referrals - every time
Finding a way to thank your customers for referrals lets them know that you value them for their efforts. It makes them feel recognized, and it reinforces the behaviour so they consider referring to you again. A thank you can be as simple as a hand written card, sent through the
Finding a way to thank your customers for referrals lets them know that you value them for their efforts. It makes them feel recognized, and it reinforces the behaviour so they consider referring to you again. A thank you can be as simple as a hand written card, sent through the
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
mail, to a set of movie tickets, a voucher, or even just a phone call.
There are so many ways that we can go one step further with the people who already buy from us. Make this a focus of your marketing efforts and you will soon see the rewards come back in the form of increased referrals and increased sales
There are so many ways that we can go one step further with the people who already buy from us. Make this a focus of your marketing efforts and you will soon see the rewards come back in the form of increased referrals and increased sales
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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