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Customer Experience and Design

Key Takeaways Re: CX And Your Relationships With Clinical Sites

In the previous five posts in this series, I’ve taken you on a little journey designed to help you improve your relationship with your clinical sites, thereby boosting their performance and reducing your costs. In this, the final post in the series, I’ll summarize the key takeaways and offer up some additional resources to help you.

Key Takeaways

  • Investigator retention is a serious and expensive issue that deserves your time, attention, and resources
  • One way of approaching this issue is to reframe your clinical investigators and sites as your customers
  • Once you consider them your customers, you can apply customer experience (CX) methodology to improving retention
  • CX methodology involves four steps:
    1. Customer Insights: Gather data on site personnel and principal investigators (PIs) through a combination of research methods.
    2. Vision: Based on your customer insights, define your vision and goals for your relationship with your sites and investigators.
    3. Strategy: Develop your strategy for achieving the vision and goals, and identify the key initiatives that underpin your strategy.
    4. Road Map: Prioritize the initiatives, based on cost/effort and business impact, and lay them out over time.

Guides and On-Demand Webinars

For more information on the topics covered in this series:

  • A Proven Methodology for Improving Clinical Site Performance | Download
  • Incorporating Digital Technology into Clinical Trials | View On Demand Webinar
  • Life Sciences is Going Digital: 30 Examples from Industry Leaders | Download
  • Debunking the Top 7 Risk-Based Monitoring Myths | Download
  • Cultivating Patient-Pharma Relationships in the Digital Era | View On Demand Webinar
  • Modernizing Clinical Trial Operations with Digital Experience Technologies | Download

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Marin Richeson

Marin joined the life sciences industry in 2001. Over the course of her tenure, she has held roles in clinical finance, IT, quality assurance, and validation. The diversity of her experience provides her with a unique perspective on the interconnectedness of this complex, multi-faceted industry. Marin Richeson is a lead business consultant in Perficient's life sciences practice.

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