For some time, pharma and biotech organisations have been practising Key Account Management and building towards Key Account Excellence (KAE). Following the recent and dramatic changes provoked by the pandemic and our increasing realisation that we won’t be ‘going back’ to the old ways of thinking, working and engaging with customers, KAE can no longer be aspirational. KAE can now be seen as a foundation or platform for the next wave of capability development that is now necessary.
Our data and work with clients on how to emerge from the crisis well, suggests that for customer relationships to thrive, pharma and biotech must work on building a new suite of future-focused capabilities – firmly establish consistent Key Account Excellence and move rapidly towards becoming an account-first organisation.
This downloadable resource offers an overview of these new areas of focus.