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Excellence in Capability Development

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Resetting Customer Relationships

by Novartis UK
with support from Rubica

Summary of work

"In an increasingly complex healthcare environment, with the NHS newly focused on the deliveryof their long-term plan to roll-out integrated care systems (ICS), Novartis wanted to reset its approach to customer relationships.

Instead of the traditional product-led approach, the company wanted to engage at a deeper level with senior decision makers and pioneer a collaborative approach to unlock the power of Novartis’ portfolio and people and support the NHS in addressing healthcare issues.

Such a major transformation required radical new skills and capabilities across the business, and a new focus on customer solutions and customer-first, strategic account management.

The Strategic Account Excellence capability development programme was delivered virtually in one-hour sessions over six months. This approach enabled learners to continue their day-to-day activities so were, effectively, learning on the job. The ability to try out new skills and fresh thinking on a live account helped to embed them and reinforced the confidence building exercise which was a major part of the programme.

The internal response to the programme was enthusiastic even mid-pandemic and is already showing results. There have been measurable improvements in confidence and capabilities and new ways of engaging with the customer have led to promising opportunities."

Judges' comments

The submission from Novartis and Rubica had brilliant SMART objectives. It clearly articulated a case for change and was ambitious with a holistic capability-driven strategy. The carefully tailored implement approach to deliver significant initial results showed strong future potential.


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Key dates

Entry deadline 26 August 2022
Extended entry deadline 2 September 2022*
*additional fee applies
Judging Day 6 October 2022
Company/Team of the Year Interviews 21 October 2022
PMEA Event 23 November 2022