Market Development Health

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Since the split of commissioners and providers within the NHS, organisations have had to adapt to an increasing complex marketplace for services.

Notwithstanding the outcome of any further changes, this will continue to have a profound affect on the ability of health organisations to sustain and grow the services they offer.

These slides provide a brief overview of elements of the market development process, as tailored to existing and potential healthcare providers.

Published in: Business, Education
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Market Development Health

  1. 1. Addressing health market challenges – the customer lifecycle<br />The customer lifecycle extends from initial awareness and contact, through to those customer relationships which are at risk, or have already lapsed.<br />customers<br />
  2. 2. Competitor<br />Analysis<br />Market<br />Intelligence<br />Market<br />Segmentation<br />Engagement<br />Strategy<br />Addressing health market challenges – the market environment<br />In the health sector, organisations are now charting a complex and changing environment<br />“Any willing provider”<br /> Existing and new trusts<br /> Private sector UK<br /> Private sector internationally<br />Third sector<br />Statutory changes<br />Regulatory changes<br />Supply-side drivers<br />Demand-side drivers<br />Pathways<br />Services<br />Commissioners<br />Patients<br />Stakeholders<br />Channels<br />Positioning<br />Messaging<br />
  3. 3. Pricing Strategy<br />Addressing health market challenges – customer needs and behaviours<br />To do this involves identifying current and future customer experiences, needs and behaviours whilst developing credible and costed plans to support these.<br />Customer Journey<br />Mapping<br />CRM <br />Strategy<br />Total cost to serve<br />Revenue income<br />Pricing models<br />Customer Segmentation<br />Commissioning lifecycle & touch-points<br />Patient journey & touch-points<br />The customer experience<br />Measuring customer satisfaction<br />People, process and system influencers<br />Managing prospects<br />Managing campaigns<br />Managing client relationships<br />Managing transactional processing<br />Identifying current customer groupings<br />Understanding customer value<br />Understanding group behaviours<br />Prioritising high-value customers<br />Growing lower-value customers<br />Addressing flight risks<br />
  4. 4. Competitor<br />Analysis<br />Market<br />Intelligence<br />Market<br />Segmentation<br />Engagement<br />Strategy<br />Pricing Strategy<br />Addressing health market challenges<br />Ultimately, this means bringing together understanding of customers and markets to help sustain and grow.<br />Customer Journey<br />Mapping<br />CRM <br />Strategy<br />Customer Segmentation<br />
  5. 5. Pricing<br />Strategy<br />Market <br />Intelligence<br />Data <br />Visualisation<br />Delivery<br />Development<br />Private Public key support offerings<br />Market<br />Development<br />Business <br />Intelligence<br />Business<br />Solutions<br />Customer<br />Segmentation<br />Performance<br />Optimisation<br />Customer Journey<br />Mapping<br />Design<br />Prototyping<br />
  6. 6. contact details<br />Private Public Ltd<br />The Pyramid<br />31 Queen Elizabeth Street<br />London SE1 2LP <br />Tel 020 7692 4851<br />Fax 020 7788 3455<br />Web www.privatepublic.co.uk<br />Email info@privatepublic.co.uk<br />For furtherenquiries, please contact:<br />simon.morioka@privatepublic.co.uk<br />claire.kennedy@privatepublic.co.uk<br />Private Public Ltd is a limited company registered in England and Wales no. 6405704 <br />VAT Registration no. 924 1781 25<br />

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