BY RAHUL KOUL
Our top priority is to keep adapting as per clients ’ needs
The Gurgaon headquartered BD India , one of the leading medical technology company and technology provider in bioscience domain , has made huge inroads in the Indian market over last one decade . The company is now focusing on adapting to new methods of marketing and sales to retain clients and grow beyond set markets . In an interaction with the BioVoice News , Mr Murli Sundrani , Business Director , BD Lifesciences -Biosciences gave insights into his business ’ s latest activities as well as trends in the sector . Read the excerpts below :
BY RAHUL KOUL
Q : Have you noticed any major change in how clients are interacting with you ? Have they become more aware and demanding ?
For sure , the customer expectations have changed and evolved over the period . They are more demanding now in terms of appropriate solutions for their type of requests and situations . Until now , it was more about their requirements in the larger environment but now they are seeking specific solutions . Secondly , their expectations in terms of services from the company have gone up significantly . They expect companies to communicate with them frequently and regularly on a sustainable basis . They expect the turnaround time to be shorter . A wait period of 40-50 days which used to be acceptable earlier , it has now gone down to 2-3 weeks . They do not want the project timelines to be affected . I believe , it is no longer focused just on the product but more on the service . It is more about communication , engagement , long term and quick response time .
Q : How do you ensure that expectation of clients is met promptly ?
Once we know their expectations , we internally align our resources and team members to meet their requirements . Our priority is to keep adapting as per client ’ s needs . We organize communication and soft skills workshops for teams to communicate better with customers . We are also working with our global and regional headquarters in US and Singapore respectively to ensure that we are able to address the client expectation in time .
We are constantly engaging within and outside our organization . We intend to make sure that our associates have the capability to understand the client needs in a better way . While one might be
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