Pharma Needs Customer Experience Centers of Excellence

Lately, I've been hearing a lot about "centers of excellence" at pharma companies as in "Digital Center of  Excellence" and "Content Center of Excellence." I heard the latter mentioned today in the #PharmaContent Twitter chat session, which follows ExL Pharma's Content Marketing conference now going on in Philadelphia.This slide from a presentation by Rebecca Lieb, Industry Analyst, THE ALTIMETER GROUP, and author of "Content Marketing," explains how to organize a "Content Center of Excellence": Wow! This is pretty complicated and involves multiple executive-level stakeholders, including an "executive steering committee"! Of course, this would be overkill if implemented to develop the usual type of pharma content such as "talk to your doctor" and "you might have Low-T if you scored 70 or more on this quiz."I'm thinking that if pharma spends that amount of executive-level resources on tactical issues like content development and digital marketing, why aren't there any strategic-level "Customer Experience Centers of Excellence?"What do I mean by that?Read more »
Source: Pharma Marketing Blog - Category: Pharma Commentators Tags: Content Marketing Customer Realtionship Marketing Source Type: blogs