Between 2009 and 2013, I responsibly cared for the internal customer relationship management on behalf of the Novartis Knowledge Management business unit. My objectives had been to proactively manage customer relations, to align our deliveries with our clients’ business needs, to design efficient customer service processes ensuring high levels of customer satisfaction, and to coordinate the customer support team.
In this role, I responsibly conducted an internal customer survey by doing series of interviews with middle and senior management stakeholders. I published the results in April 2009 as internal report “Current situation of the Novartis Pharma internal information supply – An analysis of needs and bottlenecks”.
In the following years, I had the opportunity to complement the business analysis by an additional round of customer interviews on end-user level (2010) as well as an in-depth internal analysis on the impact of efficient literature research on the productivity at Novartis (2013).
| CLIENT: Novartis Knowledge Management (as a Novartis employee) | PROJECT TIME FRAME: December 2008 – April 2009 |
