How CROs Can Outperform The Competition Through Client Experience

By Chris Manchester, Managing Consultant, Sikich

We at Sikich work with over a hundred life science and contract research organizations (CRO) at this point and counting. Our clientele spans from early-stage pharmaceutical companies, biotech’s, therapeutic organizations, and medical device companies, in addition to different types of CROs. All of these clients range from preclinical to clinical. As such, we have a wide breadth of experience across multiple value chain areas and a firm understanding of what both vendors and clients are looking for when doing business with each other. Ultimately, we believe the best CRO client experience boils down to access to information.

Our clients and the clients of our clients expect an Amazon-like experience. They want to be able to interact and have access to information at their fingertips whenever they want. Therefore, companies want to be able to provide access to real-time information, not process information that could be a week old or older.

To help our CRO clients provide this kind of access, we highly recommend cloud-based technology that we can tailor to provide a personalized experience. We adapt the technology to the way that companies and their clients want to interpret it. This kind of personalized experience can become a competitive advantage. With the CRO space continually growing, competition is also increasing. Promising your clients real-time access with a personalized experience has become more of a must-have to be competitive instead of an “it would be nice to have” service.