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表紙:2020年のベンチマーキング:ライフサイエンスのカスタマーエクスペリエンスを理解する
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商品コード
983554

2020年のベンチマーキング:ライフサイエンスのカスタマーエクスペリエンスを理解する

Benchmarking for 2020: Understanding the Life Science Customer Experience

出版日: | 発行: BioInformatics Inc. | ページ情報: 英文 76 Pages | 納期: 即日から翌営業日

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2020年のベンチマーキング:ライフサイエンスのカスタマーエクスペリエンスを理解する
出版日: 2020年09月11日
発行: BioInformatics Inc.
ページ情報: 英文 76 Pages
納期: 即日から翌営業日
  • 全表示
  • 概要
  • 目次
概要

製品の購入前から購入後まで、カスタマーエクスペリエンスの全体を理解することは、これまで以上に重要になっています。ライフサイエンス市場では、サプライヤーがその他のサプライヤーと差別化するための機会を提供します。優れたカスタマーエクスペリエンスは、現在の顧客との関係を維持するだけでなく、潜在的な顧客との新しい関係を構築・拡大するための鍵です。

当レポートでは、世界のライフサイエンス市場のサプライヤー27社に関するカスタマーエクスペリエンスについて調査分析し、体系的な情報を提供しています。

対象企業:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D, Novus, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT
  • Illumina
  • Leica
  • MilliporeSigma
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss

目次

第1章 エグゼクティブサマリー

第2章 概要

  • ライフサイエンス市場向けカスタマーエクスペリエンスモデル
  • タッチポイントの属性
  • タッチポイントごとの実績
  • ポジティブなカスタマーエクスペリエンスの提供
  • レポートを最大限に活用

第3章 ライフサイエンスベンダーのランキング

  • カスタマーエクスペリエンススコア
  • 製品の認識
  • 製品の知識
  • 製品の選定
  • 製品のインテグリティ
  • サービスの提供
  • サポートの提供
  • 満足度とロイヤルティ
  • タッチポイントの相対的重要性

第4章 調査手法と人口統計

  • 調査手法
  • 人口統計

第5章 出版社について

  • BioInfo and Science & Medicine Group, Inc.

第6章 付録

目次
Product Code: 20-018

Understanding the Life Science Customer Experience

We've Spoken To Your Customers

Understanding the overall customer experience, from pre-purchase experience, to product experience, to post-purchase experience, is more important now than ever before. Customer experience offers an opportunity for suppliers to differentiate themselves from other suppliers in a crowded life science marketplace on something more than product performance and price. An excellent customer experience is key to both maintaining relationships with current customers, as well as building and expanding new relationships with potential customers.

Tracking Experiences Related to COVID-19

This year due to the COVID-19 pandemic, questions were asked measuring customer experience specifically on pandemic=related touchpoints

  • To what extent have the following supplier-related services been IMPACTED due to the COVID-19 pandemic in your area of work?
  • In what way exactly have the following supplier-related services been HIGHLY IMPACTED due to the COVID-19 pandemic?
  • How would you rate your SATISFACTION with the following suppliers' customer support (phone/online and application specialist support) during the COVID-19 pandemic?

As life science customers continue to raise their expectations of suppliers the need to improve and understand aspects of the customer experience where improvements are needed or where competitors are leading the way has never been greater.

The scope of this study offers in-depth analysis across four waves (years: 2016, 2018, 2019 and 2020) of customer experience benchmarking, tracking the performance of 27 different suppliers and allowing for analysis of how suppliers' strategies have impacted customer experience scores over time and how they compare to other suppliers over time.

The Voice of 820+ Customers

This year, we've asked over 820 scientists to evaluate the suppliers they use on the customer touchpoints that occur during evaluation of products, selecting and using products, and customer support after the sale.

The report, included with the tableau dashboard, will allow you to:

  • Understand and compare single and multi-year overall customer experience performance for 26 brands
  • Understand and compare single and multi-year customer experience on the touchporstand the relative importance of attributes for customer experience for 27 brands
  • Understand and compare regional trends in customer experience
  • Understand and compare generational trends in customer experience
  • Understand and compare trends in customer experience by employment sector
  • Build Your Own Report

The Tableau workbook is fully interactive, and can be used to export charts for presentations, further research, or other needs. This will allow you to target your benchmarking to your customers.

Companies covered:

  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D, Novus, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT
  • Illumina
  • Leica
  • MilliporeSigma
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss

Table of Contents

Section 1: Executive Summary

Section 2: Overview

  • Customer Experience Model for the Life Science Market
  • Touchpoint Attributes
  • Performance at Each Touchpoint
  • Delivering a Positive Customer Experience
  • Getting the Most Out of This Report

Section 3: Life Science Vendor Rankings

  • Customer Experience Scores
  • Product Awareness
  • Product Knowledge
  • Product Selection
  • Product Integrity
  • Service Provided
  • Support Provided
  • Satisfaction and Loyalty
  • Relative Importance of Touchpoints - All

Section 4: Methodology and Demographics

  • Methodology
  • Demographics

Section 4: About Us

  • BioInfo and Science & Medicine Group, Inc.

Section 5: Appendix

  • Relative Importance of Touchpoints- Top 10 Suppliers
  • Supplier Profiles- Top 10 Suppliers
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