Zeta Pharmaceuticals Case Study

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Jo is the Human Resources advisor at Zeta Pharmaceuticals, a company involved in the research, development and manufacture of non-prescription medications for pain relief. The sales force behind the company is very large, where their role is to promote the product to pharmaceutical retailers.

A pharmacy manager raised a complaint regarding the sales methods performed by one of the company’s sales representatives. The pharmacy manager stated that the representative had been using inappropriate high-pressure sales tactics in an attempt to try convince him to purchase the company’s product. The manager explained that he pressured himself and his assistant manager with follow-up calls and visits that he described as “harassment.” The final result …show more content…

A simple meeting will not reveal enough information to decipher whether or not the customers are being treated with respect.
¬ Customer-relations can be assessed through the use of Customer Relationship Management. Customer Relationship Management (or CRM) describes how a company uses systems and tools to manage its customer relationships in an orderly way (What is customer relationship management?). CRM is an essential inclusion for the company given the complaint regarded the ill-disciplined and impatient nature of a particular sales representative.
¬ CRM software should be considered in order for Zeta Pharmaceuticals to provide the best customer service experience possible, and to monitor the performance of the representatives.
¬ The software allows the company to track and organise its sales representatives with its current and future customers. Information regarding customers and customer interactions is able to be stored by the representatives, which then can be assessed by Jo and …show more content…

Change, being the new multi-dimensional list requirements, may lead to life changes, which, for seniors, may be quite daunting. The new list also affects those employees who don’t take work too seriously, and don’t have a vast knowledge of the product. The sales representative that caused the complaint wont be too pleased with the new list, given his unethical approach towards

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