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생명과학 고객 경험 이해 : 벤치마킹(2021년)

Benchmarking for 2021: Understanding the Life Science Customer Experience

리서치사 BioInformatics Inc.
발행일 2021년 09월 상품 코드 1028390
페이지 정보 영문 79 Pages
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US $ 7,000 ₩ 8,382,000 Tableau Platform (Company-Wide License)


생명과학 고객 경험 이해 : 벤치마킹(2021년) Benchmarking for 2021: Understanding the Life Science Customer Experience
발행일 : 2021년 09월 페이지 정보 : 영문 79 Pages

본 상품은 영문 자료로 한글과 영문목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문목차를 참고해주시기 바랍니다.

구입 전 체험, 제품 체험, 구입 후 체험 등 종합적인 고객 경험을 이해하는 것은 이전보다 더 중요해졌습니다. 고객 경험은 복잡한 생명과학 시장에서 제품 성능이나 가격 이상의 것으로서 공급업체가 기타 공급업체와의 차별화를 도모할 기회를 제공합니다. 우수한 고객 경험은 현재 고객과의 관계를 유지할 뿐만 아니라 잠재적인 고객과의 새로운 관계를 구축하고 확대하기 위한 열쇠가 됩니다.

세계의 생명과학 고객 경험(Life Science Customer Experience) 시장에 대해 조사했으며, COVID-19에 의한 2021년 비즈니스에 관련된 과제와 변화, 팬데믹 기간의 제품/서비스 제공 능력에 대한 공급업체의 인상, 공급업체 평가 및 비교 등의 정보를 제공하고 있습니다.

조사 대상 기업

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss

목차

제1장 개요

  • 생명과학 고객 경험 동향
  • 고객의 소리와 데이터 융합

제2장 개요

  • 생명과학 시장 고객 경험 모델
  • 터치 포인트 속성
  • 각 터치 포인트에서의 업계 평균 퍼포먼스
  • 적극적인 고객 경험 제공
  • 적극적인 고객 경험 제공-시간 경과에 의한 학습과 성장

제3장 생명과학 공급업체 순위

  • 고객 경험 스코어
  • 제품 인식
  • 제품 지식
  • 제품 선택
  • 제품의 완전성
  • 제공 서비스
  • 제공 지원
  • 만족과 충성
  • 터치 포인트의 상대적인 중요성

제4장 COVID-19 팬데믹의 영향

  • 고객 감동에 대한 영향
  • 서비스 및 제품에 대한 영향의 상대적인 중요성
  • 공급업체 관련 문제를 해결하기 위한 고객 우선사항 - 제품 및 판매/서비스
  • COVID-19로부터 유지해야 할 고객 경험 변화
  • COVID-19로부터 해결해야 할 고객 경험 문제점

조사 방법과 인구통계

  • 조사 방법
  • 인구통계

제5장 부록

  • 터치 포인트의 상대적인 중요성 - 주요 공급업체 10개사
LSH 21.10.13

We've Spoken To Your Customers

Understanding the overall customer experience, from pre-purchase experience, to product experience, to post-purchase experience, is more important now than ever before. Customer experience offers an opportunity for suppliers to differentiate themselves from other suppliers in a crowded life science marketplace on something more than product performance and price. An excellent customer experience is key to both maintaining relationships with current customers, as well as building and expanding new relationships with potential customers.

COVID-19 Challenges and Changes That Are Relevant to Doing Business in 2021

In last year's edition we asked about COVID-19 impacts. This year's Life Science Customer Experience goes beyond just impact and looks at lasting reputation effects of the pandemic, what suppliers can change, and what measures implemented for pandemic customers would like to see continue.

  • Impressions of Supplier Ability to Provide Products and Services Throughout the Pandemic
  • Relative Importance of COVID-19 Impact on Services and Products in 2021 - Aggregate
  • Customer Priorities for Resolving Supplier-Related Issues - Products
  • Customer Priorities for Resolving Supplier-Related Issues - Sales/Service
  • Customer Priorities for Resolving Supplier-Related Issues - Products and Sales/Services
  • Customer experience changes from COVID-19 to keep
  • Customer experience pain points from COVID-19 to solve

As life science customers continue to raise their expectations of suppliers the need to improve and understand aspects of the customer experience where improvements are needed or where competitors are leading the way has never been greater.

The scope of this study offers in-depth analysis across five waves (years: 2016, 2018, 2019, 2020, 2021) of customer experience benchmarking, tracking the performance of 27 different suppliers and allowing for analysis of how suppliers' strategies have impacted customer experience scores over time and how they compare to other suppliers over time.

The Voice of 800 Customers

This year, we've asked 800 scientists to evaluate the suppliers they use on the customer touchpoints that occur during evaluation of products, selecting and using products, and customer support after the sale.

The report, included with the tableau dashboard, will allow you to:

  • Understand and compare single and multi-year overall customer experience performance for 27 brands
  • Understand and compare single and multi-year customer experience on the touchpoints
  • Understand the relative importance of attributes for customer experience for 27 brands
  • Understand and compare regional trends in customer experience
  • Understand and compare generational trends in customer experience
  • Understand and compare trends in customer experience by employment sector

Build Your Own Report

The Tableau workbook is fully interactive, and can be used to export charts for presentations, further research, or other needs. This will allow you to target your benchmarking to your customers.

Companies covered:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss

Table of Contents

Section 1: Executive Summary

  • Trends in Life Science Customer Experience
  • Blending Together the Voice of the Customer and Data

Section 2: Overview

  • Customer Experience Model for the Life Science Market
  • Touchpoint Attributes
  • Industry Average Performance at Each Touchpoint
  • Delivering a Positive Customer Experience
  • Delivering A Positive Customer Experience - Learning and Growing Over Time

Section 3: Life Science Supplier Rankings

  • Customer Experience Scores
  • Product Awareness
  • Product Knowledge
  • Product Selection
  • Product Integrity
  • Service Provided
  • Support Provided
  • Satisfaction and Loyalty
  • Relative Importance of Touchpoints - All

Section 4: COVID-19 Pandemic Impact

  • Impact on Customer Impression
  • Relative Importance of Impact on Services and Products
  • Customer Priorities for Resolving Supplier-Related Issues - Products and Sales/Services
  • Customer experience changes from COVID-19 to keep
  • Customer experience pain points from COVID-19 to solve

Methodology and Demographics

  • Methodology
  • Demographics

Section 5: Appendix

  • Relative Importance of Touchpoints- Top 10 Suppliers
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