The challenge

A successful pharmaceutical startup needed to maintain customer centricity while transitioning from a service-based model to a tech-enabled platform. The challenge was creating scalable customer feedback systems that would support their growth while ensuring customers remained central to decision-making.

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‍Our approach

We implemented a modular approach across four months:

• Conducted stakeholder and customer interviews to map current experience

• Developed quantifiable future state vision

• Created customer journey frameworks

• Established Voice of Customer measurement tools

• Designed customer-centric operating model

Our solution focused on building scalable processes while maintaining the personal touch that drove their initial success.

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The results

The project delivered comprehensive frameworks for sustainable growth:

• Identified nine key customer experience aspirations

• Mapped four critical customer journeys

• Created customer pulse measurement system

• Developed detailed target state organisation structure

• Established clear OKRs for implementation

• Delivered comprehensive execution roadmap

The new operating model provides a foundation for tech-enabled growth while ensuring customer needs remain at the heart of business operations.

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