'Voice of the customer' in a global Pharmaceutical R&D scientific support team

Need: Pharmaceutical R&D global scientific support team needed a better understanding of customers’ requirements in order to ensure that it was using its resources effectively to meet its priorities.

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Solution: Project managed a customer survey, involving members of the team as interviewees and workshop facilitators and participants to shape the way forward based on the results of the survey.

Involved coaching the team on methodologies, designing surveys, carrying out interviews, analysing and compiling the results, designing team workshops to review the results and to develop forward plans.

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Outcome: 2-3 year global strategy was shaped and key areas of priority identified which work streams were then able to take forward.

 

 

'Voice of the customer' - client feedback

 

“Elisabeth project managed our 'Voice of the Customer' exercise - a key initiative in shaping the strategy of our department. She worked closely with designated members of the team to design, conduct and analyze the survey, and structure follow-up workshops to shape our approach going forward. Elisabeth was very thorough and diligent in all aspects of the project despite tight deadlines, and an absolute pleasure to work with."

Head, Global Product Strategy Operations 

 

 

 

'Coach-the-coach' - client feedback

 

"I would like to thank you for these amazing three days of learning and development. It was a great pleasure to witness the change of mentality in most of participants mind. You were a key presence to facilitate these changes and I would like to thank you both for your energy, enthusiasm and passion with coaching our team."

Training Manager, South Europe

'Coach-the-coach' in a global retail organisation

Need: A global retail organisation was in the early stages of rolling-out a 'coach the coach' programme for its managers to enhance the quality of customer and sales staff interactions. They needed experienced coaches to help them with this roll-out.

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Solution: Applied our expertise in coaching (NLP Master Practitioner, and MBTI accreditation combined with line management coaching) to assist with training 9 managers using the client company's coaching programme.

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Outcome: We suggested various enhancements which were adopted in the programme. Both we and the client witnessed a real shift in mind-set amongst the trainee managers during the course of the coaching and a real sense of commitment to putting the coaching programme into practice.

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