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Key Account Management in new era focus on Indonesia market.ppsx
The presentation discusses the significant growth and development of the medical devices market in Indonesia driven by rising demand for advanced technologies and economic factors. It highlights challenges in healthcare access, particularly in rural areas, and emphasizes the importance of customer service and satisfaction in retaining clients in the healthcare sector. Additionally, it includes case studies and recommendations for effective account management strategies in the hospital channel.
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Key Account Management in new era focus on Indonesia market.ppsx
- 1. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged CONFIDENTIALITY NOTICE - This presentation may contain information that is confidential, intellectual property or legally privileged Key Account Management Moch Kurniawan CONFIDENTIALITY NOTICE - This presentation may contain information that is confidential, intellectual property or legally privileged
- 2. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Indonesia healthcare update ……
- 3. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 4. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 5. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 6. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 7. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Challenges
- 8. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged The Medical Devices market in Indonesia is experiencing significant growth and development due to various factors O UNDERLYING MACROECONOMIC FACTORS I LOCAL SPECIAL CIRCUMSTANCES T TRENDS IN THE MARKET C CUSTOMER PREFERENCES Growing preference for advanced and innovative medical devices. Seeking devices that are technologically advanced, efficient, and provide accurate results. Prioritize devices that are easy to use and maintain, as well as those that offer cost- effective solutions. Rising demand for medical devices that can cater to the specific healthcare needs of the Indonesian population These technologies are enabling healthcare providers to deliver better patient care, improve diagnosis and treatment, and enhance overall healthcare outcomes. There is a growing awareness among the Indonesian population about the importance of early detection and prevention of diseases The country's healthcare infrastructure is still developing, particularly in rural areas, which limits access to quality healthcare services. As a result, there is a growing demand for medical devices that can bridge the gap and provide healthcare solutions to underserved populations. influenced by various macroeconomic factors The country's economic growth and rising disposable income levels have contributed to increased healthcare spending. As people have more financial resources, they are able to afford better healthcare services and medical devices
- 9. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 10. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Account Managers today need to be top-right on the four-square matrix below
- 11. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Which one is your account
- 12. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 13. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Study case • City A have hospital 300 hospital • Regulation from your office you must have customer visit 10 customer per day Task : how you put hospital in your city to your report??
- 14. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged We need to look at the situation from different perspectives…
- 15. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged We need to look at the situation from different perspectives…
- 16. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Indonesia hospital beds classification 2010 Hospital (General and Specialty) Public Hospital Class A (>400 beds) Extensive specialist medical services + extensive sub specialist Class B (100-400 beds) Extensive specialist medical services + limited sub specialist Class C (50-100 beds) Has minimum of 4 basic specialist medical services Class D (<50 beds) Provides basic medical facilities Private Hospital Priority General medical services + specialist and sub-specialist Madya Minimum 4 specialists medical services Pratama General medical service Journal of Hospital Administration, 2013, Vol. 2, No.1
- 17. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Trend no of hospital in Indonesia based on class 2012 2013 2014 2015 2024 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 43 56 56 60 74 217 256 295 344 443 447 631 742 901 1723 251 416 517 473 881 761 724 618 684 68 A B C D N Class hp://sirs.buk.depkes.go.id
- 18. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Trend no of Puskesmas in Indonesia based on type
- 19. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged # Provinsi dr Sp.An Total 1 ACEH 4.613 83 6.823 2 SUMATERA UTARA 12.131 201 18.586 3 SUMATERA BARAT 4.496 63 7.211 4 RIAU 5.844 66 8.237 5 JAMBI 2.425 27 3.315 6 SUMATERA SELATAN 4.979 78 7.237 7 BENGKULU 1.205 18 1.653 8 LAMPUNG 3.473 45 4.718 9 KEP. BANGKA BELITUNG 722 14 1.152 10 KEPULAUAN RIAU 1.59 26 2.442 11 DKI JAKARTA 21.913 654 39.577 12 JAWA BARAT 27.237 468 42.455 13 JAWA TENGAH 16.304 405 25.603 14 DI YOGYAKARTA 4.823 126 8.781 15 JAWA TIMUR 20.383 453 35.803 16 BANTEN 9.502 166 15.205 17 BALI 5.926 149 9.849 18 NUSA TENGGARA BARAT 2.033 31 2.873 19 NUSA TENGGARA TIMUR 1.441 23 2.056 20 KALIMANTAN BARAT 1.977 29 2.804 21 KALIMANTAN TENGAH 1.281 21 1.877 22 KALIMANTAN SELATAN 2.044 39 3.56 23 KALIMANTAN TIMUR 2.789 61 4.497 24 KALIMANTAN UTARA 414 7 647 25 SULAWESI UTARA 3.25 43 4.596 26 SULAWESI TENGAH 1.479 19 1.995 27 SULAWESI SELATAN 6.991 148 11.996 28 SULAWESI TENGGARA 1.364 18 1.933 29 GORONTALO 447 12 686 30 SULAWESI BARAT 269 4 482 31 MALUKU 816 12 1.116 32 MALUKU UTARA 442 6 620 33 PAPUA 575 9 798 34 PAPUA BARAT 6 0 7 35 PAPUA SELATAN 8 0 9 36 PAPUA TENGAH 1.571 18 2.047 37 PAPUA PEGUNUNGAN 0 0 0 38 PAPUA BARAT DAYA 0 0 0 176.763 3.542 283.246 T O T A L Provinsi Tenaga Kesehatan - Perawat Tenaga Kesehatan - Tenaga Kefarmasian Aceh 21,435 3,165 Sumatera Utara 25,787 3,970 Sumatera Barat 12,236 2,548 Riau 12,185 2,634 Jambi 8,425 1,635 Sumatera Selatan 17,309 2,971 Bengkulu 5,248 1,002 Lampung 13,217 2,300 Kepulauan Bangka Belitung 3,934 885 Kepulauan Riau 5,522 1,363 DKI Jakarta 39,537 9,559 Jawa Barat 70,524 19,325 Jawa Tengah 64,533 21,484 DI Yogyakarta 11,112 4,203 Jawa Timur 72,879 18,887 Banten 18,516 4,210 Bali 12,940 2,502 Nusa Tenggara Barat 12,942 2,091 Nusa Tenggara Timur 16,099 2,356 Kalimantan Barat 12,063 1,583 Kalimantan Tengah 8,165 1,310 Kalimantan Selatan 9,986 2,199 Kalimantan Timur 11,227 3,024 Kalimantan Utara 2,750 637 Sulawesi Utara 10,250 1,268 Sulawesi Tengah 9,771 1,647 Sulawesi Selatan 27,850 4,681 Sulawesi Tenggara 10,572 2,251 Gorontalo 3,734 609 Sulawesi Barat 3,869 616 Maluku 7,861 819 Maluku Utara 4,348 666 Papua Barat 2,795 409 Papua Barat Daya 4,735 740 Papua 1,755 228 Papua Selatan 3,118 292 Papua Tengah 1,155 214 Papua Pegunungan 1,639 360 Indonesia 582,023 130,643
- 20. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged In the healthcare facility in which area, you will see the opportunity ……….
- 21. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Who are the contact persons at the healthcare facility?
- 22. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Why look at hospital channel today Know thy customer: Winning in the hospital channel, Copyright © April 2015 McKinsey & Company
- 23. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Customers often leave due to product or service issues, a significant factor when addressing the question, “Why do customers leave?” When products don't meet expectations or services fall short, dissatisfaction ensues. This dissatisfaction can lead to frustration and a decline in customer loyalty.
- 24. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 25. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 26. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged 7 Common Reasons for Customer Attrition
- 27. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged 7 Common Reasons for Customer Attrition Customers feel more valued and satisfied when businesses fail to provide satisfactory support and assistance Why do customers leave?” When products don’t meet expectations or services fall short, dissatisfaction ensues. This dissatisfaction can lead to frustration and a decline in customer loyalty. Customers want value for their money. They might seek alternatives if they perceive a mismatch between price and quality. Striking the right balance between competitive pricing and perceived value is essential. When businesses need to convey information, respond promptly to inquiries, or address concerns, customers may feel they need to be more valued Businesses can enhance engagement and satisfaction by leveraging customer data and preferences, implementing personalized strategies, and embracing customer experience best practices What is the main reason for losing customers,” business analytics, and client experience solutions. Cumbersome procedures and inefficient systems can frustrate customers, prompting them to seek alternatives highlighting the necessity of an efficient queue management system when customers face extended waiting times, frustration ensues, impacting the overall experience. Poor Customer Service 01 Product Or Service Issues 02 Pricing And Value Perception 03 Communication Breakdown 04 Lack Of Personalization 05 Inconvenient Processes 06 Long Queues 07 Highlights
- 28. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 29. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged How loyal are your customers?
- 30. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 31. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Value innovation Product benefits Brand benefits Service benefits Acquisition costs Customer Value-surplus Costs of - buying -production - handling - services - etc Margin Creation of Customer Value (W. Reijnders 2005) Price E.g.: Information search Travel expenses Wait time Consult or guidance Annoyances of Building Personnel Others et cetera E.g.: - accessibility - consult / service - attitude problem solving client directed friendly et cetera Brand characteristics Confidence Function Emotion Et cetera Customer desired product range: breadth, length, depth of assortment Complementarities Cohesion Services Guarantee Et cetera
- 32. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 33. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 34. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Study case 2 • For this year your budget / target increase 25% from LY. • Base on sales YTD Jul your achievement 0% growth vs LY. Task : What is your plan and how you can achieve your budget / target until Dec 2024? This morning your Head Office inform you that all product that give you contribution is out of stock
- 35. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Key account management cont. Copyright 2006 McGraw-Hill Australia Pty Ltd PPTs t/a Selling: Managing Customer Relationships 3e by Peter Rix Slides prepared by Mark Vincent • The development of new customers
- 36. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Know your Strategic Accounts
- 37. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Measuring vs expectations of performance 38 Low High High Low Supplier’s business strength from the customer’s perspective Streamline customers Manage for cash Streamline customers Manage for cash Star customers Selective investment Star customers Selective investment Strategic customers Strategic investment Strategic customers Strategic investment Status customers Pro-active maintenance Status customers Pro-active maintenance Account attractiveness P G CR KAM high/ medium P G CR KAM medium P G CR KAM low P G CR KAM high
- 38. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Study case 3 • Hospital ABC have 54 bed in ET , 11 bed in ICU , 4 bed in PICU, 8 bed in NICU , 42 bed in HCU and 8 bed in ICCU. • Due to BPJS (UCH / Universal Coverage Healthcare), the hospital made efficiency for PIVC products where they decided to look for cheaper products because of the need for PIVC, especially for conventional PIVC. • For 1 year potential around 250K pcs. • There were competitors: Safelock , BD, Polywin, Bbraun, Terumo and Onemed Task : What is your plan to listing in that hospital
- 39. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged KEY ACCOUNT MANAGEMENT MR / Supv / ASM Name of Hospital / Puskesmas / Dinas Kesehatan Ka Instalasi Gawat Darurat Total Beds Ka Instalasi Kamar Bedah UGD Ka Instalasi Intensive Care Unit OK Ka Instalasi Rawat Inap Intensive Care (ICU / HCU / PICU / NICU) Ka Instalasi CSSD Rawap Inap (VVIP, VIP , Kelas 1 , Kelas 2 dan Kelas 3) Call track Jan-24 Feb-24 Mar-24 Apr-24 May-24 Jun-24 System Formulary : Tander / Non Tander No of call Key Person for Furmulary : Director Name Call track Jul-24 Aug-24 Sep-24 Oct-24 Nov-24 Dec-24 Ka Instalasi Farmasi No of call Ka Pengadaan BPJS Verifikator Name Q1 Q2 Q3 Q4 Rajawali product Abcd Abcd Abcd Abcd Abcd Competitors Product Abcd Abcd Abcd Abcd Abcd Action Plan : Due Date Aug Sept : : : : : : : : : : : : : : Product : : Department / Policlinic Name Actual Sales (in value IDR) Estimate Sales (in value IDR) Current Users New Users Plan Plan
- 40. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 41. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Process allocation resources Low High Low High Potential Adoption Conquer •XX Details •XX Samples/Detail •$XXXX for PR Event •Message… Defend •XX Details •XX Samples/Detail •$XXXX for PR Event •Message… Maintain •XX Details •XX Samples/Detail •$XXXX for Mailings •Message… Watch •XX Details •No Samples •Message… A B C NT
- 42. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Study case final ……….
- 43. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged You are driving a car. On one big storm night. You are passing a station.
- 44. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged There are three people who are waiting for the bus One doctor who saved your life before. One guy/lady who is someone you have been dreaming to get married to. One old lady who is dying.
- 45. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged You can only take one passenger, which one you will choose? Please explain your reason.
- 46. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged A Reflection (cont’)
- 47. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 48. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged
- 49. CONFIDENTIALITY NOTICE -This presentation may contain information that is confidential, intellectual property or legally privileged Thank you
Editor's Notes
- #8 https://www.statista.com/outlook/hmo/medical-technology/medical-devices/indonesia#analyst-opinion Customer preferences: In Indonesia, customers have shown a growing preference for advanced and innovative medical devices. They are seeking devices that are technologically advanced, efficient, and provide accurate results. Customers also prioritize devices that are easy to use and maintain, as well as those that offer cost-effective solutions. Additionally, there is a rising demand for medical devices that can cater to the specific healthcare needs of the Indonesian population, such as devices for diabetes management and cardiovascular health. Trends in the market: One of the key trends in the Medical Devices market in Indonesia is the increasing adoption of digital health technologies. This includes wearable devices, remote patient monitoring systems, and telemedicine solutions. These technologies are enabling healthcare providers to deliver better patient care, improve diagnosis and treatment, and enhance overall healthcare outcomes. The demand for these digital health technologies is driven by the need for more accessible and convenient healthcare services, especially in remote areas of the country. Another trend in the market is the focus on preventive healthcare. There is a growing awareness among the Indonesian population about the importance of early detection and prevention of diseases. This has led to an increased demand for medical devices that can monitor and track health parameters, such as blood pressure monitors, glucose meters, and cholesterol testing devices. These devices enable individuals to take proactive measures to maintain their health and prevent the onset of chronic diseases. Local special circumstances: Indonesia has a large and rapidly growing population, which presents both challenges and opportunities for the Medical Devices market. The country's healthcare infrastructure is still developing, particularly in rural areas, which limits access to quality healthcare services. As a result, there is a growing demand for medical devices that can bridge the gap and provide healthcare solutions to underserved populations. This has led to the emergence of innovative healthcare delivery models, such as mobile clinics and telemedicine, which rely heavily on medical devices. Underlying macroeconomic factors: The Medical Devices market in Indonesia is also influenced by various macroeconomic factors. The country's economic growth and rising disposable income levels have contributed to increased healthcare spending. As people have more financial resources, they are able to afford better healthcare services and medical devices. Additionally, the government's efforts to improve healthcare infrastructure and expand healthcare coverage have created a favorable environment for the growth of the Medical Devices market. In conclusion, the Medical Devices market in Indonesia is witnessing significant growth and development due to customer preferences for advanced and innovative devices, the adoption of digital health technologies, the focus on preventive healthcare, local special circumstances, and underlying macroeconomic factors. These factors are driving the demand for medical devices and creating opportunities for market players to cater to the evolving healthcare needs of the Indonesian population.
- #13 https://markplusinstitute.com/courses/key-account-management/
- #27 https://www.wavetec.com/blog/why-do-customers-leave/#:~:text=Customers%20often%20leave%20due%20to,a%20decline%20in%20customer%20loyalty.
- #42 R: Purpose The important thing here is to show the necessity of different strategies for each prescriber even if they are going to prescribe the same drug. Content Try to get them to say what the different strategies might be. This will be dealt with later, but they will remember it all the better for having tried to answer the questions now! You can tell them it might be frequency of calls, different messages, different invitations to different symposia, meetings with Key Opinion Leaders. Presentation Fairly fast, but encourage them to think. “ aha” “Tailored strategy is going to make selling easier.”
- #46 The answer from the Bruce Willis character in 16 Blocks “I would give the car keys to my old friend, and let him take the old woman to the hospital. Then I would stay behind and wait for the bus with the partner of my dreams.” An interesting question, and an interesting answer