Winning with Larger Organized Customers

A U.S. division of a global pharmaceutical company created and deployed clinical nurse educators to provide incremental value by educating healthcare providers.  Even though the nurse educator role was viewed positively by HCPs and internally, the organization knew the role could be even more effective.  WLH was asked to conduct a diagnostic assessment to evaluate group functional effectiveness and identify specific recommendations for improvement.

Approach and Deliverables

WLH engaged in a comprehensive data collection from key stakeholders to identify the current state, potential root causes, and the desired future state.  Additional studies were conducted to evaluate group effectiveness.  Specific focus was paid to ensuring the clinical nurse educators were compliantly coordinating with other customer-facing roles.  This became more critical as demands for their services increased when new disease states were added to their portfolio.

Results

As a result of the diagnostic findings, the organization took action on the following:

  • Sharpened the group’s value proposition
  • Clarified role requirements
  • Updated processes for identifying opportunities where nurse education programs would support broader organizational goals.
  • Updated their learning strategy

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Author:
Dario Priolo

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