Oncology’s $5 Billion Opportunity: Oncology Companies Can Improve the Customer Experience

Jon Roffman, Sankalp Sethi and Pranav Srivastava


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The oncology customer experience typically is negative and lags behind the experience that many other industries create for their customers. This report discusses how companies can add $50 - $75 million in incremental sales for every $1 billion in current sales by delivering a better customer experience.                 

About the Experts

Jon Roffman is managing principal of ZS’s Boston office and leads ZS’s oncology field strategy practice. He is focused on addressing sales and marketing issues for clients in the oncology marketplace, with an emphasis on field force and customer experience strategy, planning and execution. Jon has significant experience with oncology field teams including sales force, medical, payer and key account teams. He also has led many initiatives to design innovative customer engagement and deployment models in oncology. Jon has advised more than 20 oncology companies on sales and marketing strategy issues, ranging from small biotechnology companies launching their first products to large pharmaceutical companies building out their portfolio.

Sankalp Sethi is a manager in ZS’s Boston office and is a member of the ZS oncology vertical. Over the past seven years, Sankalp has helped ZS clients commercialize products in oncology and specialty therapeutics. He has helped clients develop commercialization strategies and segmentations, and design forward-looking local and global go-to-market models to successfully navigate the evolving dynamics in the oncology market.

Pranav Srivastava is a manager in ZS’s Chicago office. His 11 years of experience at ZS have included projects ranging from market research and market coverage optimization to business intelligence reporting and analytics for clients in the technology, pharmaceutical and medical device industries. Pranav currently focuses on market research and analytics for pharmaceutical clients and is part of ZS’s oncology vertical.

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