"A large Pharma supplier loses key contracts as reputation declines".

Marketing Challenge

  • Staff hardly knows the reasons for lost business
  • Customer feedback is sketchy at best
  • In technical meetings customers feel brushed off
  • Sales criticizes Operations and R&D without tangible evidence

Opportunities

  • Restore sustained customer confidence

Implementation

  • Customer loyalty metrics
  • Customer improvement cycles
  • Customer focus action learning

Duration

  • Preparation 6 months
  • Piloting 3 months
  • Periodic repetition after go-live

Results

  • Customer focus culture enabled
  • Continuous improvement automatisms
  • Improved market reputation and loyalty

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