Page 1 ZS - Commercial Operations Benchmark Study - Medical Products & ZS - Commercial Operations Benchmark Study - Medical Products & ZS - Commercial Operations Benchmark Study - Medical Products & ZS - Commercial Operations Benchmark Study - Medical Products & Please provide your contact information Participant Name: Job Title: Email Address: We will email a copy of the final survey report in PDF format. If you would also like a hard copy of the final report mailed to you, please select the option here and enter your mailing address. Mailing address for final survey report: We would like you to fill out this survey at the highest level that you are knowledgeable about your company's systems and processes. If you are knowledgeable about your whole company's systems and processes, we would prefer that you provide responses for the whole company. If you are only knowledgeable or responsible for a specific division within your company, please indicate this here, and provide the name of the division or group you will be referring to in your answers. Participant Contact Information * * * * Mailing Address * Address: Address 2: City/Town: State: 6 ZIP: Specify Company or Division / Group * Please send a PDF copy only by email n m l k j I would like a PDF copy by email and a printed hard copy to be mailed n m l k j I am knowledgeable of my whole company's systems and processes, and will provide responses for the whole company n m l k j I am knowledgeable of only a specific division or group within my company, and will provide responses at the division or group level only n m l k j
Transcript
Page 1
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &
Please provide your contact information
Participant Name:
Job Title:
Email Address:
We will email a copy of the final survey report in PDF format. If you would also like a hard copy of the final report mailed to you, please select the option here and enter your mailing address.
Mailing address for final survey report:
We would like you to fill out this survey at the highest level that you are knowledgeable about your company's systems and processes. If you are knowledgeable about your whole company's systems and processes, we would prefer that you provide responses for the whole company. If you are only knowledgeable or responsible for a specific division within your company, please indicate this here, and provide the name of the division or group you will be referring to in your answers.
Participant Contact Information
*
*
*
*
Mailing Address
*Address:
Address 2:
City/Town:
State: 6
ZIP:
Specify Company or Division / Group
*
Please send a PDF copy only by email
nmlkj
I would like a PDF copy by email and a printed hard copy to be mailed
nmlkj
I am knowledgeable of my whole company's systems and processes, and will provide responses for the whole company
nmlkj
I am knowledgeable of only a specific division or group within my company, and will provide responses at the division or group level only
nmlkj
Other
Other
Page 2
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &
Company Name:
Company Name:
Division or Group Name:
Please provide details on your company / division, and the make up of your sales team(s)
What is the primary type of product your company / division sells? (choose all that apply)
What was your company's / division's revenue for the last full financial year?
How many sales teams do you have in your company / division?
Company Name
*
Company and Division / Group Name
*
*
Company / Division and Sales Team Information
*
*
*
Large capital equipment (>$50K)
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Consumables / disposables / supplies
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Nonimplantable medical / surgical / dental devices and quipment
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Implantable medical devices (e.g. Cardio, Orthopedic, etc.)
gfedc
InVitro diagnostics (capital and consumable)
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Other (please specify)
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$50M or less
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$50M $100M
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$100M $500M
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$500M $1B
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$1B or greater
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Other
Other
Page 3
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &Approximately how many customer facing sales people do you have in your company /
division across all sales teams?
Please specify the other roles from the question above
Approximately how many field managers do you have across all sales teams? (e.g. region / district / area managers, etc.)
Customer Relationship Management: This section will focus on your organization’s capabilities in the area of customer management processes such as account management, sales opportunity management, and marketing program management
Please help us understand the current capabilities of your customer relationship management systems and processes
How well does each of the following describe your current account management process? (e.g. establishing accountlevel plans and tracking progress against account management goals over time)
Please help us understand the current capabilities of your customer relationship management systems and processes
*
Field based customer facing sales people (e.g. sales reps, account managers, territory managers, key account managers, strategic account managers, etc.)
Field based sales support people (e.g. clinical specialists, etc.)
Inside sales or telesales people
Other roles (please specify)
*
Customer Relationship Management Questions
Customer Relationship Management Questions
*
Does not describe
our situation at all
Describes our
situation very well
We have a well defined account management process nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Account management processes are consistently implemented across the sales organization
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
We are able to track our progress against account management goals nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
We are able to identify midcourse issues with account management and make course corrections
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Customer Relationship Management Questions
Other
Page 4
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &How well does the following describe your current ability to qualify, prioritize and assign
leads to field sales?
Please help us understand the current capabilities of your customer relationship management systems and processes
How well does the following describe your current ability to manage sales opportunities?
Please help us understand the current capabilities of your customer relationship management systems and processes
*Does not describe
our situation at all
Describes our
situation very well
We have a lead qualification or prioritization process in place nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Our lead qualification or prioritization process allows automated lead scoring
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Our lead qualification or prioritization process assigns leads based on user defined business rules
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Customer Relationship Management Questions
*Does not describe
our situation at all
Describes our
situation very well
A formal welldefined opportunity management methodology or process exists
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Our opportunity management methodology is consistently implemented across the sales organization
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
We are able to accurately track progress with sales opportunities nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Our opportunity management methodology enables ongoing account strategies to be updated over time
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Customer Relationship Management Questions
Other
Other
Page 5
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &How well does the following describe your current ability to assess and monitor
marketing program performance?
Please describe your CRM system capabilities
Do you currently have a CRM system in place to support at least one sales team?
Please describe your CRM system capabilities
Are you planning to implement a CRM system within the next two years?
Please describe your CRM system capabilities
*Does not describe
our situation at all
Describes our
situation very well
We have a formal process in place to track marketing costs across channels (sales promotions, media advertisements, email / web campaigns, etc.)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
We have a formal process in place to track marketing costs across products nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
We are able to measure marketing program results or effectiveness nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Marketing program results are measured in terms of business objectives, program effectiveness, and profitability
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Sophisticated analytics are in place to measure return on marketing investments (ROMI)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
CRM System Questions
*
CRM System Questions
*
CRM System Questions
Yes
nmlkj No
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Yes, we are planning to implement a system and the project is a high priority (e.g. project is budgeted or very likely to be budgeted)
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Yes, we are planning to implement a system but the project is not yet a high priority (e.g. project is being discussed but plans to budget
the project are not yet in place)
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No
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Other
Other
Other
Page 6
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &What CRM platform(s) are you considering for implementation? (choose all that apply)
Please describe your current CRM system capabilities
What is your current CRM platform? (choose one)
Who is currently supporting your CRM system? (choose all that apply)
*
CRM System Questions
*
*
Cegedim (Dendrite) CRM
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Microsoft Dynamic CRM
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Oracle Siebel
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Oracle CRM OnDemand
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Salesforce.com
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Homegrown Solution
gfedc
Other (please specify)
gfedc
Cegedim (Dendrite) CRM
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Microsoft Dynamic CRM
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Oracle Siebel
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Oracle CRM OnDemand
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Salesforce.com
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Homegrown solution
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Other (please specify)
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No formal group exists
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Internal CRM support group
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CRM vendor
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Other (please specify)
gfedc
Other
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ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &What are the key processes currently supported by your CRM system? (choose all that
apply)
What electronic devices do your field sales people (sales reps and field managers) generally use to access your CRM system? (choose all that apply)
Mobile phones / smart phones (iPhone, Blackberry, etc.)
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Mobile tablets (iPad and other tablets)
gfedc
Other devices (please specify)
gfedc
Other
Page 8
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &What emerging CRM initiatives are a high priority to address in the next year? (choose
all that apply)
How satisfied are the following groups of people with the current CRM system?
Please describe your current CRM system capabilities
What other issues concerning CRM is your organization currently exploring?
Business Intelligence (Reporting & Analytics): This section will focus on your organization's capabilities in the area of business performance measurement & reporting
Please describe your system / process capabilities to extract operational and business performance measures
*
Very Unsatisfied
Very Satisfied
Field sales people (sales reps and field managers) nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &What types of data are included in field and/or management reports? (choose all that
apply)
What type of reporting functionality does your system include? (choose all that apply)
How long does it take for you to receive data you need for critical sales & marketing analysis? (Choose the answer that best represents your situation)
*
*
*
Business Intelligence Questions
Accountlevel sales
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Productlevel sales
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Accountlevel potential (market opportunity)
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Field sales activity
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Other customer activity (marketing, telesales, service, etc.)
gfedc
Sales leads
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Customer affiliation (surgeons, nurses, etc. who are affiliated with the account)
gfedc
Other (please specify)
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Alertdriven reporting
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Rolebased reporting
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Adhoc report development
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Drilldown / rollup analysis reporting
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Ability to sort data
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Other (please specify)
gfedc
4 hours or less
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Approximately 2 days
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Approximately 1 week
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Approximately 2 weeks or more
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Other
Other
Page 10
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &Please describe how sales Key Performance Indicators (KPIs) are monitored within your
company / division
How well does your current business intelligence system / reporting process provide analysis for the following business processes?
What type of business intelligence / performance reporting issues do you commonly encounter? (choose all that apply)
*Does not describe
our situation at all
Describes our
situation very well
Sales KPIs are well defined and consistently calculated nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Most relevant sales KPIs are readily accessible to field sales & management
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Systems trigger alerts to field sales & management based on sales KPI values
Personnel performance management (e.g. to support coaching efforts and identify performance issues)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Measure the effectiveness / impact of marketing programs nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Poor metric definition
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Too many reports that lack insight
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Inefficient or suboptimal technology platform
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Incomplete / inaccurate data
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No drilldown capabilities in reports
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Inability to perform ad hoc analytics or self service data access
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Other (please specify)
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Page 11
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &What technology platform(s) do you use to support your business intelligence system?
(choose all that apply)
Who is currently supporting your business intelligence systems? (choose all that apply)
What electronic devices do your field sales people generally use to access business intelligence content (sales reps and field managers)?(choose all that apply)
*
*
Business Intelligence Questions
*
Microsoft Access / Excel
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Offtheshelf Business Intelligence toolsets (Cognos, Business Objects, MicroStrategy, QlikView, Etc.)
gfedc
CRM system analytics (Siebel, Salesforce.com, or other reporting within your CRM system)
gfedc
Homegrown solution
gfedc
None
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Other(s) (please specify)
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No formal group exists
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Internal business intelligence / analytics support group
gfedc
BI vendor
gfedc
Other (please specify)
gfedc
No devices used
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Desktop computers
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Laptop computers
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Mobile phones / smart phones (iPhone, Blackberry, etc.)
gfedc
Mobile tablets (iPad and other tablets)
gfedc
Other devices (please specify)
gfedcOther
Page 12
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &For which information delivery systems is your electronic business intelligence content
developed? (choose all that apply)
How satisfied are the following groups of people with the current business intelligence systems?
What emerging business intelligence initiatives are a high priority to address in the next year? (choose all that apply)
What other issues concerning business intelligence is your organization currently exploring?
*
Business Intelligence Questions
*Very
UnsatisfiedVery
Satisfied
Field sales people (sales reps and field managers) nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Electronic content is delivered for offline use (e.g. Excel, Word, PDF reports delivered by email)
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Electronic content is developed for web browser access (e.g. reports can be accessed online through a web interface)
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Electronic content is developed to be accessed on mobile phone / smart phone devices (e.g. iPhone, Blackberry, etc.)
gfedc
Electronic content is developed to be accessed on mobile tablet devices (iPad or other tablets)
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Other content formats or access methods (please specify)
gfedc
Mobile business intelligence
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Pricing analytics
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Channel performance analytics
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Predictive analytics
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Social analytics integration
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Other topics (please specify)
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Other
Page 13
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &
Information Management: This section will focus on your organization's capabilities in the area of managing and integrating commercial data (sales data, market potential data, customer data, sales activity data, etc.)
Which of the following types of data are available to help you with commercial decision making? (choose all that apply)
Information Management Questions
Information Management Questions
*
Account hierarchy and relationships
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Account IDN membership
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Account GPO membership
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Account contract information
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Accountlevel demographics (e.g. name, address, bed count, total # of surgeries, etc.)
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Accountlevel sales potential from 3rd party sources (3rd party data on specific procedure counts, etc.)
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Accountlevel sales potential from field input (sales rep estimates of total product usage, etc.)
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Physician / customer contact information (physicians, nurses, other health care providers)
gfedc
Physician / customer account affiliation information
gfedc
Other (please specify)
gfedc
Page 14
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &How important are each of the following types of data in helping you with commercial
decision making?
Please describe the level of integration and centralization of your commercial data (sales data, sales activity data, third party data, etc.)
Data is maintained in a central warehouse and fully integrated
How well is your commercial data currently centralized and integrated? nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
How well is your sales data across multiple product lines integrated at the account level?
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How well is your sales data integrated with accountlevel sales potential data?
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How well is your sales data integrated with your CRM system? nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
How well is your accountlevel or subaccountlevel data integrated with customer hierarchy data?
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Other (please specify)
Page 15
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &Please describe what processes are in place to manage the quality of your commercial
data
How common are each of these data challenges within your company / division?
What technology platform do you use to manage your customer profile data?
*Does not describe
our situation at all
Describes our
situation very well
Processes or standards are in place to manage commercial data quality within each business unit or sales group (e.g. common data definitions etc.)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Commercial data quality processes are consistently applied across all business units or sales groups
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
A comprehensive commercial data governance strategy is in place for your entire company / division and sophisticated tools are used to manage commercial data quality
Incomplete customer information (contact information, demographic data, etc.)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Incomplete customer potential data (3rd party or field based data on account sales potential, etc.)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Fragmented customer relationship information (account hierarchy, account IDN or GPO affiliations, customer / physician affiliation data)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Difficulty linking data from multiple sources (sales data, potential data, account hierarchy, CRM data, contract information, etc.)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Information Management Questions
*
Other (please specify)
Oracle UCM customer master
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Siperian customer master
gfedc
CRM System
gfedc
Homegrown customer master
gfedc
Excel / Access
gfedc
Other (please specify)
gfedc
Page 16
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &Who is currently supporting the information management function for your group?
(choose all that apply)
How satisfied are the following groups of people with the current information management systems / processes?
What other issues concerning information management is your organization currently exploring?
This section will focus on your organization's capabilities in the areas of contract operations and pricing management
*
*Very
UnsatisfiedVery
Satisfied
Field sales people (sales reps and field managers) nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Internal group (e.g. IT, commercial ops group, etc.)
gfedc
IM vendor
gfedc
Other (please specify)
gfedc
Page 17
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &Please rate how well each of the following describe your contract authoring and approval processes
Please rate how well each of the following describe your deal profitability and price performance monitoring capabilities
Please rate how well each of the following describe your contract renewal processes
Does not describe
our situation at all
Describes our
situation very well
A formal process is used for contract development using centralized terms & conditions libraries and predefined templates
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Profitability and value analysis are used to recommend contract terms (e.g. pricing, rebates, etc.)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Competitive analysis is used to recommend contract terms (e.g. pricing, rebates, etc.)
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Data used for contract analysis is uptodate (e.g. cost & price data, etc.) nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Contract terms and pricing quotes are generated and approved expediently (in a matter of hours) using integrated systems
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Does not describe
our situation at all
Describes our
situation very well
Deal profitability can be estimated or calculated simply and expediently using sophisticated tools
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Pocket price (final price after all discounts and adjustments are applied) of a deal can be optimized based on sophisticated analysis
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Does not describe
our situation at all
Describes our
situation very well
The contract renewal process is well defined with steps that specify periodic checks of contract status (e.g. time until expiration, renewal status, etc.) and appropriately identify crosssell and upsell opportunities
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Processes are automated to track contract status and generate crosssell and upsell recommendations of supplementary products and/or services
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Page 18
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &Please rate how well each of the following describe your contract compliance tracking capabilities
What platform(s) do you use for revenue management? (choose all that apply)
Do you have a centralized deal desk that is responsible for final approval of bids / deals?
Does not describe
our situation at all
Describes our
situation very well
Contract and order data are linked within a management system nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Automated processes and systems are used to help track and maintain contract compliance
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Deep, actionable analysis and insights are generated by an automated system to track and maintain contract compliance
nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
Contract & Pricing Management Questions
*
*
iMany
gfedc
Model N
gfedc
Oracle Siebel
gfedc
Vistaar
gfedc
Homegrown solution
gfedc
None
gfedc
Other (please specify)
gfedc
Yes
nmlkj
No
nmlkj
Page 19
ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &ZS - Commercial Operations Benchmark Study - Medical Products &Who is currently supporting your revenue management systems / processes? (choose
all that apply)
How satisfied are the following groups of people with the current contract and pricing management systems / processes?
What other issues concerning revenue management is your organization currently exploring?
*
*Very
UnsatisfiedVery
SatisfiedN/A
Field sales people (sales reps and field managers) nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj
