In a survey conducted by a sales and marketing firm, oncologists, oncology nurses, and oncology administrators have expressed displeasure with the customer experience rendered by oncology manufacturers.
In a survey conducted by a sales and marketing firm, oncologists, oncology nurses, and oncology administrators have expressed displeasure with the customer experience rendered by oncology manufacturers.
ZS Associates conducted a survey among 260 of these oncology professionals about their experience with 20 prominent oncology therapy manufacturers. The data from this survey was then combined with claims data generated by Symphony Health Solutions, a market research company. According to managing principal Jon Roffman, customer satisfaction and loyalty were significantly negative. “But there is hope. While many oncology companies already meaningfully engage with some of their customers, most could benefit from a more coordinated, consistent and positive customer experience,” said Roffman.
This experience translates into a big loss for oncology drug developers, according to ZS. The company estimates that the industry could add $50 million to $75 million in sales for every $1 billion that is currently met. A positive experience for the oncology providers will allow for more discussions and also allow for improved patient access.
In their press release announcing the findings, ZS claims that the growing competition in the oncology field and the growing number of indications that each drug targets, has made it imperative that drug manufacturers find better ways to engage oncology care providers—beyond sales associates, whom oncologists are usually quite reluctant to meet. And ZS claims that the engagement of providers is quite important in the current discussions of “value” in the US healthcare system.
The ZS Customer Experience Tracker—the tool that was used to gather the data—found that sales representatives from companies that scored low on promoter scores were seen only by 63% of their target oncologists, while those from companies that scored high were seen by 93% of their target oncologists. The high scorers were also in e-mail contact with their target oncologists.
According to ZS, in addition to a good product, ensuring physician engagement online and through an active sales force is important.
“For oncology manufacturers with multibillion-dollar portfolios, an evolved customer experience that meets the needs of providers and patients can create incremental opportunity equivalent to the launch of a small new product,” said ZS managing principal Maria Whitman.
Dr Dalia Rotstein: Physicians Must Be Aware MS Affects People of All Backgrounds
April 24th 2024Dalia Rotstein, MD, MPH, emphazises the importance of awareness that multiple sclerosis (MS) impacts patients from various backgrounds as clinicians think through ways to improve access to care and research efforts in MS.
Read More
Navigating Health Literacy, Social Determinants, and Discrimination in National Health Plans
February 13th 2024On this episode of Managed Care Cast, we're talking with the authors of a study published in the February 2024 issue of The American Journal of Managed Care® about their findings on how health plans can screen for health literacy, social determinants of health, and perceived health care discrimination.
Listen
Polatuzumab Vedotin and R-CHP Appropriate for Untreated DLBCL
April 24th 2024Population pharmacokinetic and exposure-response analyses revealed a favorable benefit-risk profilane for the treatment combination of polatuzumab vedotin and rituximab, cyclophosphamide, doxorubicin, and prednisone (R-CHP).
Read More
Drs Raymond Thertulien, Joseph Mikhael on Racial Disparities in Multiple Myeloma Care Access
December 28th 2023In the wake of the 2023 American Society of Hematology Annual Meeting and Exposition, Raymond Thertulien, MD, PhD, of Novant Health, and Joseph Mikhael, MD, MEd, FRCPC, FACP, chief medical officer of the International Myeloma Foundation, discussed health equity research highlights from the meeting and drivers of racial disparities in multiple myeloma outcomes.
Listen
What We’re Reading: Abortion Privacy Rules; Alzheimer Drug Hurdles; Nursing Home Staffing Overhaul
April 23rd 2024New health privacy rules aim to protect patients and providers in an evolving abortion landscape; some physicians express concerns about efficacy, risks, and entrenched beliefs in treating Alzheimer disease; CMS addresses longstanding staffing deficits in nursing homes.
Read More
Award-Winning Poster Presentations From AMCP 2024
April 23rd 2024At the Academy of Managed Care Pharmacy (AMCP) 2024 annual meeting, multiple poster presentations concerned with health equity, data collection, glucagon-like peptide-1 agonists, and more were acknowledged for their originality, relevance, clarity, bias, and quality.
Read More