CBI Scene Blog

Importance of Listening to the "Voice of the Customer"

Posted by Evanna Payen on Jan 22, 2018 12:48:44 PM

When a consumer depends on something important - test results, medication, medical advice - they often feel vulnerable or anxious about the next step in the process. Suddenly, a routine customer service interaction, such as a question about shipments, becomes another potential point of anxiety. It's important that companies in the bio and pharma industries have the right individuals at that juncture, ready and willing to guide the apprehensive consumer to the solutions he or she needs to feel comfortable and respected.

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Topics: Medical Affairs & Communication, product recalls, Contact Centers

The Challenges of Scaling Up: Globalization of Call Centers

Posted by Evanna Payen on Jan 3, 2018 11:52:44 AM

If your business is approached the way that physical health would be, your call centers function as the nervous system, connecting all you do to the needs and feedback of your customer base. That's why globalization of your call centers should be approached carefully and with ample consideration. There are four key points you'll want to keep in mind throughout the planning and implementation stages of globalization efforts:

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Topics: Medical Affairs & Communication, product recalls, Contact Centers

Strategic Patient Adherence Awards - Excellence in Patient Adherence

Posted by Rob Nauman on Feb 18, 2014 1:45:00 PM

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Topics: Commercial & Patient Programs, Medical Affairs & Communication

CMPP Certification Program – An Interview with ISMPP

Posted by Lauren Donoghue on Nov 7, 2013 11:09:00 AM

In 2008, the International Society for Medical Publication Professionals (ISMPP), knowing that it was becoming more and more necessary to adhere to standards set forth by the medical publishing world, developed the CMPP certification program. I recently was able to speak with representatives from ISMPP’s Certification Board and learn more about why the program was developed and what the future has in store.

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Topics: Medical Affairs & Communication

Harry Potter’s Severus Snape & Big Pharma, a Comparison

Posted by Daria Binder on Sep 18, 2013 11:25:00 AM

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Topics: Pharma Accounting & Reporting, Compliance & Regulatory, Brand & Digital Strategy, Pharma Marketing, Commercial & Patient Programs, Accounting and Contract Operations, Medical Affairs & Communication, pharma responsibility, Patient Access, Patient Assistance, Distribution and Channel

The EMA Disclosure Mandate – A Shift for Clinical Trial Data Sharing

Posted by Amanda Batstone on Apr 30, 2013 1:56:00 PM

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Topics: Medical Affairs & Communication, Clinical