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CX Strategy in Life Sciences Openworld 2013. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy.

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Presentation on theme: "CX Strategy in Life Sciences Openworld 2013. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy."— Presentation transcript:

1 CX Strategy in Life Sciences Openworld 2013

2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 2 Oracle Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 3 Session Agenda  Introduction Tim Kvanvig – Oracle Life Science Business Unit  Oracle Life Sciences CX Strategy Piers Evans – CRM/CX Product Strategy Director  Life Science Use Cases Andrew Keleher - Senior Director and CX Applications Architect Stephen Harris – CX Sales Consulting Manager  Q & A

4 Life Sciences Company BRAND Life Sciences in the Past Physician or Lab Technician Less Regulations Large Sales Forces Abundance of new brands on the market Aggressive Go To Market Sales Rep per Brand Physician choses and prescribes the best brand Brand Centric Direct Influence Scripted Sales Pitches Single Source of all knowledge

5 Sole Focus on the Prescriber Increasingly Ineffective 15 98 56 Only 56% of prescribers are willing to meet with reps The average rep interaction is only 98 seconds A full product discussion occurs in only 15% of calls Sources: “A Prescription For Change,” Oliver Wyman, 2008; “Sales Force Effectiveness: The New Strategic Imperative,” IMS

6 Need for Continuous, Cross Channel Dialogue & Interaction Across a New Landscape of Customer Touchpoints Social Web Contact Center Face 2 Face Social Mobile Web Contact Center

7 Life Sciences Today New Customer Landscape Payers Providers Prescribers Patients the prescriber chooses, the provider makes available, the payer pays and the patient consumes

8 Life in the New Normal: The Customer Engagement Revolution Accenture Research 2013 “Nearly one in four direct sales force interactions have been replaced with digital interactions for targeting doctors, providers, payers and patients over the last two years” Rise of the Digital Life Sciences Marketer

9 Your Customer Awaits Personalized & Relevant Messaging Customers want to receive information that is unique and relevant to their daily lives. In marketing, one size does not fit all. 85% of respondents indicated their company’s personalization maturity as 50% or below 30% of HCPs want more marketing content to be delivered via digital media 20% of HCPs want to receive less information in person 57% of physicians indicated they were interested in using video detailing *Source: http://www.uk.capgemini.com/sites/default/files/resource/pdf Multichannel_Closed_Loop_Marketing___Digitally_Transforming_the_Life_Sciences_Industry.pdfhttp://www.uk.capgemini.com/sites/default/files/resource/pdf

10 Refocus The Customer Experience Only Oracle Can Connect Every Engagement Your Customer Has With Your Brand

11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 11 Mobile Social In Store Contact Center Field Service Direct Sales Channel Sales Web Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Cloud Infrastructure and Platform Services Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools Oracle Social Oracle Mobile, Portal and Content Tools Leader in CRM Lead Management Leader in E-Commerce Leader in Sales Force Automation Leader in CRM Web Customer Service Leader in CRM for Large Organizations Leader in CRM Customer Service Contact Centers Leader in CRM Suite for Customer Service Solutions Oracle CX Connects Every Engagement Your Customer Has with Your Brand

12 Oracle Life Sciences CRM Solutions Supporting The Needs of Life Sciences Companies Deliver the right messages to customers Drive Sales Effectiveness Mobility – anytime, anywhere access Account Management, Business Planning, KOL engagement, Sales visit planning & reporting, Samples Management Personalized Content Delivery, Sales Rep Detailing, Multi-channel marketing campaigns, Cross-channel interaction Integrated Service Support to provide information through Chat, Co-Browse and automatically create the activity for reference Mobile offline Selling solutions, Designed by sales reps for sales reps, next generation devices Advanced security & flexibility, Extensible configure to code platform, deep Industry editions Integrated Service Flexible Cloud Deployment Support

13 The Challenges for Life Sciences Selling Forces The Brand Needs to Make Every Interaction Count Highly competitive customer environment Difficult to access customers Need to make every interaction count On the Road, intermittent connectivity Require easy use and access CRM

14 Influence Market & Sell Retain Support & Serve 1 1 Need (Understand the Market) 6 6 Track Progress & Manage Issues 3 3 Persuaded & Influenced 8 8 Educate 2 2 Segment & Target 7 7 Medical Inquiries & Research 5 5 Provide Treatment 4 4 Pay & Prescribe CX for Life Sciences Customer Relationship Lifecycle

15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 15 Session Agenda  Introduction Tim Kvanvig – Oracle Life Science Business Unit  Oracle Life Sciences CX Strategy Piers Evans – CRM/CX Product Strategy Director  Life Science Use Cases Andrew Keleher - Senior Director and CX Applications Architect Stephen Harris – CX Sales Consulting Manager  Q & A

16 5.Review Digital Body Language 4.Plan Face 2 Face Visit 3.Nurture HCP 1.Market Insight 6.Execute Call & eDetailing 2.Multi Channel Sales & Marketing

17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 17


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