transitioning to a customer-centric engagement model€¦ · a case for cross-functional...

Transitioning to a Customer-Centric Engagement Model: A Case For Cross-Functional Effectiveness

©Lilly USA, LLC 2016. All rights reserved.

Disclaimer

The opinions expressed during today’s presentation are those of the individual panelists and do not reflect the policies or practices of any employer; present or past. The opinions do not constitute Legal, Financial, Regulatory or Fiduciary advice; please consult your retained advisors or internal counsel with any questions.


A Case for Cross-Functional Effectiveness

Objectives

Does cross-functional effectiveness matter?

Why change now?

What can get in the way?


Why change now?

The Trend Toward Integrated Care Delivery

Trends across the US healthcare system are driving the shift from fragmented, volume-driven care to an integrated, value-driven system

83% of office-based healthcare providers use an electronic medical record system, which is an increase from 21% in 20043

10 payer accounts now represent 80% of American lives

57% of consumers prefer online medication support2

By 2017, plans intend to decrease use of

fee-for-service by 47%1

1. Health Strategies Group, Strategic Accounts, March 2014. http://www.healthstrategies.com/blog/new-models-care-health-plans-moving-towards-shared-risk-models. Accessed February 2016. 2. Health Research Institute, November 2013. https://www.pwc.com/mx/es/industrias/archivo/2013-11-customer-experience-pharma.pdf. Accessed February 2016. 3. Office of the National Coordinator for Health Information Technology. Office-Based Physician Electronic Health Record Adoption: 2004-2014. September 2015. http://dashboard.healthit.gov/quickstats/pages/physician-ehr-adoption-trends.php. Accessed February 2016.


Integration is Resulting in Increased Clinical Influence with New Stakeholders and Different Needs


Why change now?

Account Management

Sales

Medical

As our customers integrate, so should we!

Traditional Pharma Customer Engagement: Independent Functions and Sleeves with Limited Interaction


Why change now?

Before

The New Face of Lilly

C13

IHS, integrated health systems; MD, individual physician; PGP, physician group practice

Providing an Integrated Customer Experience


One Option to Consider: Improving Cross-Functional Effectiveness

Make Cross-Functional Effectiveness an Intentional Part of Your Engagement Strategy


• Better conversations through deeper understanding of local markets and stakeholder priorities

• Emphasis on new stakeholders, including D-suite and care teams

• Shift in focus from individual providers to systems of care



10

Q3 2013 Q3 2014 Q1 2015 Q4 2015

Lilly -33 -33 -28 -20

Pharma 1 -67 -56 -61 -44

Pharma 2 -47 -37 -47 -58

Pharma 3 -16 -36 -34 -56

Pharma 4 -22 -33 -42 -55

Pharma 5 -44 -40 -49 -38

Pharma 6 -51 -59 -59 -65

-100

-90

-80

-70

-60

-50

-40

-30

-20

-10

0

Company is one with whom I prefer to work – Net Promoter Score(Q3 2013 to Q4 2015)



Reluctance to evolve traditional models

Historical ties to functional responsibilities

Appropriately navigating compliance considerations


What can get in the way?

Questions?


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