Shifting to Customer Centric Engagement

How we helped a UK pharma affiliate move from traditional, salesforce-driven customer engagement to a cross-functional, customer-centric model through leadership alignment and employee engagement.

The Challenge

Bridging Leadership Alignment and Team Engagement in a Pharmaceutical Organisation During Their Change Journey.

The Project

A UK pharma affiliate (450 people) was planning a change to their operating model, looking to move from their approach of salesforce driven face to face and virtual meetings with customers to a new cross departmental customer centric engagement approach. It was early days in the change journey and the senior leadership team firstly needed to align on and support this approach. Once this was established, we focused on engaging people so that they could do their jobs differently.

What We Delivered As Change Partners

• Worked with the Leadership Team to agree on project scope, purpose of change, what was changing and who it impacted.

• Based upon this, a compelling Change Narrative was developed, as well as a change & comms blueprint.

• Designed and facilitated two 2-day leadership summits to launch changes and equip leaders with how to plan for changes. 

• Regular interaction with Project Sponsor and HR Director to review overall change plan and course correct using the Prosci™ methodology and software.

• Ad hoc stakeholder management & senior leadership coaching to maximise engagement.

  
  

Client Feedback

“In collaboration with us they designed a bespoke change management project to support our ambitions. The overarching programme comprised a combination of facilitated workshops, knowledge-based training events, and 1:1 coaching sessions for team leaders to consolidate their own learning and development. Because of the support and expertise provided, I was able to lead this transformation effectively and with confidence to ensure the programme met its challenging objectives”