Finalist
CONNECT Customer Engagement Framework
Summary of work
The CONNECT customer-facing approach represents a company-wide shift in the mindset, process and skills that Sanofi Genzyme applies when interacting with HCPs. The research, development and implementation of CONNECT brought together the latest thinking in customer interaction and influence psychology, along with current best-practices and an aspiration to be recognised by customers as a company that truly lives its values. CONNECT was developed at a European level, with a comprehensive training and support programme designed for implementation at a country level. Through delivery of the programme throughout Europe (and now beyond), CONNECT has been able to harmonise, for the first time at Sanofi Genzyme, the customer-facing approach across brands, franchises, countries and functional roles. The benefits of the CONNECT approach have delivered competitive advantage in customer experience, increased opportunities for shared learning within the organisation, and greater alignment between functions (eg marketing, sales, medical). CONNECT is now the default customer interaction approach in the organisation, with ongoing development of training resources to address emerging customer and organisational needs.
Judges’ comments
Sanofi Genzyme have produced a really interesting and well executed programme. They impressively outperformed against their sales target. The judges also liked the amount of content within the submission.
