Intro to Core Capabilities of The Brooks Group

As one of the best healthcare consulting firms, The Brooks Group strives to facilitate improvements that benefit both healthcare organizations and the patients they serve. To that end, we offer an array of different services that allow organizations to address specific business goals. Today, we will be offering a closer look at our three core capabilities: our research and insights services, our Learning eXperience service, and our strategic advisory services.

1. Research and Insights

As all successful enterprises can attest, knowledge is power. That is why The Brooks Group works to deliver cutting-edge research and insights that make outstanding business outcomes possible.

Through a combination of quantitative and qualitative research, our company synthesizes critical first-party data to generate the insights you need to drive meaningful change. Learn how your customers really feel about your organization with our Equity Scan research or evaluate your team's performance based on feedback from our Voice of the Customer report. Consult our syndicated market research report on patient advocacy in the healthcare industry (The Advocate) to learn more about patients' needs and brand perceptions. If you have any specialized research needs, we are also available to conduct custom studies upon request.

If you want to begin your learning immediately, you can also consult our vast repertoire of online resources. We regularly publish an array of primers, podcasts, and other materials to help account managers and other healthcare sales professionals stay up to date with the latest in the field.

2. Learning eXperience

Whether you are interested in improving your team's performance or creating a new onboarding training program, our Learning eXperience service can help.

Using a team led by experts in instructional design and gaming, we apply our subject matter expertise to create engaging, interactive blended learning courses. All of our courses include a custom curriculum as well as enhancements like professional graphics, animations, and voiceovers. Our holistic educational approach ensures that the knowledge imparted is not only learned, but retained.

As part of every course design package, we also include access to our cutting-edge analytics platform. This platform helps managers and other stakeholders quickly review and assess learners' progress. Automated tools can be deployed to provide targeted learning suggestions that build each team member's knowledge base in the areas where it is weakest. Over time, you can hone your team's knowledge and competencies enough to gain an edge over your competitors.

3. Strategic Advisory Services

Is your healthcare organization facing new and unprecedented business challenges? Our strategic advisory services help healthcare companies devise strategies to successfully navigate the complexities of managed markets and other common industry hurdles. Through business reviews, advisory boards, and other mediums, we assess your company's needs and offer the guidance you need to prevail.

Our services encompass many aspects of business in the healthcare industry, including organizational design, national and international brand planning, and access and reimbursement. We also offer specialized healthcare executive coaching and strategic account management training to help leaders in the field improve key skills such as effective communication and developing succinct and relevant sales pitches. Depending on your needs, we can offer our services virtually or through field visits to your office location.

Set Your Healthcare Organization Apart

If your healthcare organization is in need of some strategic assistance, choose The Brooks Group for superior service and results. We would be honored to apply our expertise for your benefit and play a part in your continued success. Contact us today to learn more about our services or to arrange an initial consultation.

This blog was originally posted on https://thebrooksgrouponline.com/2022/06/intro-to-core-capabilities-of-the-brooks-group/

3 Unique Aspects of the Brooks Group Learning Experience

Knowledgeable, well-rounded team members are the building blocks of any successful organization. However, while it is reasonable to expect employees to enter the company with some key information and skills in place, companies must also be prepared to offer their workforce the training they need to upgrade their skills and keep up with new developments in their field. This is especially important in the fast-changing, knowledge-intensive healthcare and pharmaceutical industries.

The Brooks Group’s Learning eXperience service exists to help organizations in these and other industries easily disseminate specific knowledge throughout their team. Whether you need a new strategic account management training course or an onboarding training program, our custom training experiences are strategically engineered to foster superior learning and retention. There are three unique elements that make this program special: our blended learning approach, our instructional design focus, and our cutting-edge analytics platform.

1. Blended Learning

In today's fast-paced world, traditional classroom instruction often feels outdated and inefficient from learners' perspectives. While there is no denying the value of an authoritative and knowledgeable instructor, conventional learning experiences force all participants to work on the same objectives at the same pace, all at a specific time and place.

Our Learning eXperience courses incorporate web-based modules that can be accessed at any time, allowing participants to engage with the material at a time, place, and pace that is most comfortable for them. Many of our custom courses also provide short modules of mobile learning for busy professionals who can only spare a few minutes at a time for their studies. These alternative formats allow learners to complete courses at their own pace without sacrificing the benefits of live instruction.

2. Instructional Design

Not all individuals learn effectively by reading text. In fact, few learners are able to fully absorb written information. Even fewer retain it. In corporate environments, this issue can quickly lead to poor compliance, reduced customer satisfaction, and lost revenue.

In addition to conventional text-based lessons, our Learning eXperience services also provide alternative learning experiences to reinforce critical information. Interactive elements like quizzes, simulations, and gamification all provide participants with the opportunity to demonstrate the knowledge they have obtained and understand its importance. Course content is also equipped with custom infographics, animations, and other multimedia elements to enhance user engagement. Modules can be made to cover company-specific topics (like onboarding training programs) or general industry topics (like patient advocacy in the pharmaceutical industry).

3. Analytics

Just like students in traditional academic settings, participants in corporate training programs must have the results of their learning quantified. Our in-depth analytics platform makes it easy for managers, executives, and other stakeholders to appraise a participant’s progress at any time. Using individual learning profiles tied to a central portal, stakeholders can access detailed information on lesson completion, test results, and other key metrics that provide insight into how well each participant is engaging with the material.

This platform can be used to verify course completion, but it is much more than a simple tracking tool. The data it provides can be harnessed to drive improvement in specific competencies that are tied to your organization’s unique business goals. Further, it can help identify any strengths and weaknesses in your team’s capabilities and knowledge base. Any weaknesses can then be addressed with further instruction or more intensive services, such as healthcare executive coaching.

Create the Healthcare and Pharmaceutical Training Resources Your Staff Needs

Upgrading your employees’ skills could be the deciding factor that clinches and maintains key business relationships. Invest in your team’s skills today with custom courses made by one of the best healthcare management consulting firms in the industry.

Courses created by The Brooks Group’s Learning eXperience services deliver accurate, applicable, and memorable information that will give your team the knowledge they need to drive your organization forward. Contact us today to discuss your training needs and learn more about how our industry-leading custom courses can help you meet them.

This blog was originally posted on https://thebrooksgrouponline.com/2022/06/3-unique-aspects-of-the-brooks-group-learning-experience/

Do Your Account Managers Have the Pulse of Your Customers?

One of the most important goals of strategic account management training is to help your account managers forge a better understanding of your customers' current and evolving needs. If your account managers become too complacent, you risk losing some of your valuable accounts.  

Fortunately, you have ready access to the best source of information on customer needs: your customers themselves. Have your account managers ask them the following five questions to get a better idea of what they need now and what they would like to see from your organization going forward. 

5 Questions to Ask Your Customers  

1. How can we better serve your needs? 

Even the best healthcare organizations and their account managers have areas in which they could improve. Ask your customers about what you could be doing better, as well as which products or services they would like to see you provide in the future.  

Answers to this question can help you develop a framework for future improvements within your organization. If you chart your growth according to stated customer preferences, you should have no difficulty retaining the customers you have and adding new ones to your account managers’ rosters.  

2. How satisfied are you with our services? 

Your customers might not be outwardly complaining about your services, but that does not necessarily mean they are fully satisfied with them. Ask them directly to confirm that your services are meeting their expectations.  

An even better way to do this is to ask them whether they would readily recommend your services to another organization. If they would not or are not sure, ask them what would need to happen for them to change their mind. These questions demonstrate how much your organization values customer success and give you some concrete steps to take to solidify your relationship with your client base.  

3. What aspects of our services do you find most valuable?  

There are a multitude of different ways to approach account management in the healthcare industry. Ask your customers which parts of your approach they value the most to find out what it is you do best.

Perhaps your account managers always make a point of presenting the data that supports the solutions they represent. Maybe they are exceptionally compassionate and good at making those they work with feel comfortable around them. Maybe they always seem to know what the customer will need before that need is ever expressed. Whatever the strengths of your workforce may be, you will want to emphasize and capitalize on those attributes. 

4. What are your biggest challenges? 

Your account managers’ role is to help your customers achieve their goals, so it is important to know exactly what those goals are. Asking your customers about the challenges they are facing allows your account managers to translate those challenges into meaningful service improvements. 

For instance, a customer whose patients consistently request the latest treatments might appreciate being shown some of the newest drugs on the market. Matching your account managers' services to your customers' expressed needs will win your organization a lot of goodwill from existing accounts and the market as a whole. 

5. Why did you choose us over our competitors? 

Both you and your customers know that there are many other healthcare companies with similar solutions to those your organization provides. Asking them why they ultimately chose you (or why they stayed with you instead of switching) will help you determine what your customers see as your organization's main selling point.  

Their responses might highlight the things you intentionally emphasize in your services, but they may also surprise you with new useful insights. For instance, you may think of your firm as a provider of established healthcare solutions, but perhaps your customers are more excited to access the small roster of cutting-edge solutions you have recently invested in.  

Get a Better Grasp of Your Customers 

You can acquire more valuable customer insights like these with help from The Brooks Group. In addition to our healthcare market research services, we deliver healthcare executive coaching and new employee onboarding training programs to biotechnology companies, pharmaceutical companies, and other healthcare organizations. Contact us today to learn more about how we can help you better understand the needs of your most discerning customers.

This blog was originally posted on https://thebrooksgrouponline.com/2022/01/do-your-account-managers-have-the-pulse-of-your-customers/

Relationship Building for Key Account Management

 

Being a leading Healthcare management consulting firm, at The Brooks Group, we understand that successful account managers do more than simply meeting sales goals. This critical position serves as an intermediary that must balance not only internal growth strategies, but also meet and exceed your clients’ needs. To do this, you need to have an understanding of client needs and a strong relationship with key stakeholders within their firm.

Understanding Client Infrastructure and Organization

Your primary contacts for an account may not be the final decision-makers in that company. Consider that there are three main knowledge levels in an organization:

- Governance

- Formal organizational structure

- Networks within the organization

By knowing who possesses the mission-critical information and who is authorized to give final approval, you can present solutions that are effective for your client and that they would be receptive to. This may require networking with individuals outside of your primary points of contact.

The Importance of Integrating with the Governing Body

Healthcare organizations rely on a governing body to manage oversight as well as key business decisions. This group may be composed of physicians, non-physicians, or a combination of the two. Building relationships with these individuals is critical for ensuring that any recommendations you give to your clients are more likely to be not only considered, but approved.

The Organizational Component

While having a strong network with individuals at the governance level is important, you still need to have alliances with client members who manage the day-to-day tasks. A key account management training program can train you to identify the various organizational levels within your client’s company and leverage those relationships.

In general, most healthcare organizations have three key levels: strategic, operational, and tactical.

Strategic Level

These members are entrusted with making decisions that directly impact not just your account projects, but the profitability and viability of their company. Typically this segment makes up five to 10% of the total workforce.

Operational Level

The operational team members are the individuals that strategize and manage the daily oversight for projects. While they still report to people at the strategic level, these people have a greater understanding of the company’s objectives and current pace at a macro level.

Tactical Level

Members at the tactical level are the people implementing any changes approved by the strategic team that are later organized by operational members. Although not as influential as the other levels, this segment understands the company’s pain points at a granular level.

Identifying Key Targets for Networking

Knowing your client’s organizational flow and governance component are important. Healthcare executive coaching helps you to identify the core roles account members play as this will impact your success. Typically, every client organization will have a decision-maker, information provider, influencer, and gatekeeper.

While the decision-maker may seem like the only important role to befriend, note that this member may rely on the expertise or opinion of others before making a choice — so you can’t neglect the other roles. For example, a gatekeeper is someone who screens information before sharing it with a more influential individual. Building a relationship with this person ensures that your communications are consistently heard by the right people.

Prioritize Relationship Building for Success

Understanding how to effectively build relationships not just with your account team, but external influential members is essential to success. A good account manager is trained to be able to balance internal company sales goals with their client’s needs in a way that not only builds trust but also eliminates the risk of losing an account to a competitor.

This blog was originally posted on https://thebrooksgrouponline.com/2021/04/relationship-building-for-key-account-management/