BY RAHUL KOUL
Our top priority is to keep adapting as per clients’ needs
The Gurgaon headquartered BD India, one of the leading medical technology company and technology provider in bioscience domain, has made huge inroads in the Indian market over last one decade. The company is now focusing on adapting to new methods of marketing and sales to retain clients and grow beyond set markets. In an interaction with the BioVoice News, Mr Murli Sundrani, Business Director, BD Lifesciences-Biosciences gave insights into his business’ s latest activities as well as trends in the sector. Read the excerpts below:
BY RAHUL KOUL
Q: Have you noticed any major change in how clients are interacting with you? Have they become more aware and demanding?
For sure, the customer expectations have changed and evolved over the period. They are more demanding now in terms of appropriate solutions for their type of requests and situations. Until now, it was more about their requirements in the larger environment but now they are seeking specific solutions. Secondly, their expectations in terms of services from the company have gone up significantly. They expect companies to communicate with them frequently and regularly on a sustainable basis. They expect the turnaround time to be shorter. A wait period of 40-50 days which used to be acceptable earlier, it has now gone down to 2-3 weeks. They do not want the project timelines to be affected. I believe, it is no longer focused just on the product but more on the service. It is more about communication, engagement, long term and quick response time.
Q: How do you ensure that expectation of clients is met promptly?
Once we know their expectations, we internally align our resources and team members to meet their requirements. Our priority is to keep adapting as per client’ s needs. We organize communication and soft skills workshops for teams to communicate better with customers. We are also working with our global and regional headquarters in US and Singapore respectively to ensure that we are able to address the client expectation in time.
We are constantly engaging within and outside our organization. We intend to make sure that our associates have the capability to understand the client needs in a better way. While one might be
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