In a series of senior leader interviews that we recently conducted for Pharma Times, there was a clear and common thread in every conversation we had: in the wake of COVID 19 lessons have been learned about how healthcare can be delivered – rapidly accelerating the changes pharma needs to make in terms of how it manages key accounts and engages with customers:
“We’ve had to create a new vision for our sales team. We now call them NHS engagement managers recognising the need to engage with, and connect, every layer of the NHS.” The ‘new world’ of customer engagement will be around “40% face-to-face and 60% digital. That will determine the direction in which the company develops its capabilities.”
Ross Grey, Senior Leader in Primary Care
“We need to put ourselves in their [customers] shoes. This requires account managers to have a greater understanding of how trusts operate, how multi-KAM disciplinary teams function, and the impact of future changes in the national healthcare system such as the ICS (integrated care systems) transition.”
Daniel Zolnierz, Business Unit Head, Neurology, UK & Ireland, Merck KGaA
Informed by these conversations and the insights from our own work with pharma and biotech clients around key account excellence, Caroline Gosling, Director of Culture & Engagement at Rubica shares with Pharma Times what is now crucial for the future of customer relationships and key account management. Read the full article here.