Transitioning to a Customer-Centric Engagement Model€¦ · A Case for Cross-Functional...
Transcript of Transitioning to a Customer-Centric Engagement Model€¦ · A Case for Cross-Functional...
Transitioning to a Customer-Centric Engagement Model: A Case For Cross-Functional Effectiveness
©Lilly USA, LLC 2016. All rights reserved.
Disclaimer
The opinions expressed during today’s presentation are those of the individual panelists and do not reflect the policies or practices of any employer; present or past. The opinions do not constitute Legal, Financial, Regulatory or Fiduciary advice; please consult your retained advisors or internal counsel with any questions.
©Lilly USA, LLC 2016. All rights reserved.
A Case for Cross-Functional Effectiveness
Objectives
Does cross-functional effectiveness matter?
Why change now?
What can get in the way?
©Lilly USA, LLC 2016. All rights reserved.
Why change now?
The Trend Toward Integrated Care Delivery
Trends across the US healthcare system are driving the shift from fragmented, volume-driven care to an integrated, value-driven system
83% of office-based healthcare providers use an electronic medical record system, which is an increase from 21% in 20043
10 payer accounts now represent 80% of American lives
57% of consumers prefer online medication support2
By 2017, plans intend to decrease use of
fee-for-service by 47%1
1. Health Strategies Group, Strategic Accounts, March 2014. http://www.healthstrategies.com/blog/new-models-care-health-plans-moving-towards-shared-risk-models. Accessed February 2016. 2. Health Research Institute, November 2013. https://www.pwc.com/mx/es/industrias/archivo/2013-11-customer-experience-pharma.pdf. Accessed February 2016. 3. Office of the National Coordinator for Health Information Technology. Office-Based Physician Electronic Health Record Adoption: 2004-2014. September 2015. http://dashboard.healthit.gov/quickstats/pages/physician-ehr-adoption-trends.php. Accessed February 2016.
©Lilly USA, LLC 2016. All rights reserved.
Integration is Resulting in Increased Clinical Influence with New Stakeholders and Different Needs
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Why change now?
Account Management
Sales
Medical
As our customers integrate, so should we!
Traditional Pharma Customer Engagement: Independent Functions and Sleeves with Limited Interaction
©Lilly USA, LLC 2016. All rights reserved.
Why change now?
Before
The New Face of Lilly
C13
IHS, integrated health systems; MD, individual physician; PGP, physician group practice
Providing an Integrated Customer Experience
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One Option to Consider: Improving Cross-Functional Effectiveness
Make Cross-Functional Effectiveness an Intentional Part of Your Engagement Strategy
©Lilly USA, LLC 2016. All rights reserved.
• Better conversations through deeper understanding of local markets and stakeholder priorities
• Emphasis on new stakeholders, including D-suite and care teams
• Shift in focus from individual providers to systems of care
©Lilly USA, LLC 2016. All rights reserved.
Does cross-functional effectiveness matter?
10
Q3 2013 Q3 2014 Q1 2015 Q4 2015
Lilly -33 -33 -28 -20
Pharma 1 -67 -56 -61 -44
Pharma 2 -47 -37 -47 -58
Pharma 3 -16 -36 -34 -56
Pharma 4 -22 -33 -42 -55
Pharma 5 -44 -40 -49 -38
Pharma 6 -51 -59 -59 -65
-100
-90
-80
-70
-60
-50
-40
-30
-20
-10
0
Company is one with whom I prefer to work – Net Promoter Score(Q3 2013 to Q4 2015)
©Lilly USA, LLC 2016. All rights reserved.
Does cross-functional effectiveness matter?
Reluctance to evolve traditional models
Historical ties to functional responsibilities
Appropriately navigating compliance considerations
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What can get in the way?
Questions?
©Lilly USA, LLC 2016. All rights reserved.