Benchmarking for 2019: Understanding the Life Science Customer Experience
|出版日期||內容資訊||英文 79 Pages
|生命科學的客戶經驗的把握:2019年的基準 Benchmarking for 2019: Understanding the Life Science Customer Experience|
|出版日期: 2019年08月13日||內容資訊: 英文 79 Pages||
本報告提供生命科學市場上供應商的效能追蹤調查 (2016年，2018年，2019年) ，影響供應商的策略客戶經驗評分的相關調查，今年800人以上的科學家為對象，產品的評估，產品的選擇與使用，及使用銷售後的顧客支援上產生的顧客接觸點的供應商評價。
Understanding the overall customer experience, from pre-purchase experience, to product experience, to post-purchase experience, is more important now than ever before. Customer experience offers an opportunity for suppliers to differentiate themselves from other suppliers in a crowded life science marketplace on something more than product performance and price. An excellent customer experience is key to both maintaining relationships with current customers, as well as building and expanding new relationships with potential customers.
As life science customers continue to raise their expectations of suppliers the need to improve and understand aspects of the customer experience where improvements are needed or where competitors are leading the way has never been greater.
The scope of this study offers in-depth analysis across three waves (years: 2016, 2018, and 2019) of customer experience benchmarking, tracking the performance of 27 different suppliers and allowing for analysis of how suppliers' strategies have impacted customer experience scores over time and how they compare to other suppliers over time. This year, we've asked over 800 scientists to evaluate the suppliers they use on the customer touchpoints that occur during evaluation of products, selecting and using products, and customer support after the sale.