Beacon’s Customer Engagement Framework

Customer engagement in the healthcare space is becoming increasingly complex due to the rise of new decision-makers and influencers at provider organizations, increasing customer expectations for wraparound or supporting service offerings, and a growing number of channels through which manufacturers and end-customers can interact. This complexity has made it more difficult for pharmaceutical and medical device manufacturers to prioritize their customer engagement efforts across potential activities. Manufacturers know there are multiple levers that can be used to create customer value and drive a return on investment, but they often struggle with prioritizing these activities alone or in combination.