Excellence in Client Service
Omar Chane
Vice President
Capgemini Consulting
Omar Chane admits he's obsessed with client delivery. As Vice President of Capgemini Consulting, Chane consistently receives some of the firm's highest customer satisfaction ratings "I think about it like every client interaction is the last one I'll have with that client," Chane says. "I believe in making our clients look good, helping them succeed and advance their own career. I think that dedication is what has made me a successful consultant."
But consulting was never the plan. Chane was studying to become a biomedical engineer when he realized that it wasn't the right fit. So he got an MBA and went to work for Ernst & Young, focusing on the Life Sciences, particularly pharmaceuticals. "And I've been doing it ever since," he says. Now, he consistently sells over $10 million annually in strategy and transformation work. "In management consulting, the best way to sell is to excel in delivery," he says. "Business development is part of my job description."
Chane is considered Capgemini's foremost expert in transforming the pharmaceutical marketing model, applying innovative approaches derived from "closed loop marketing," which he says has tremendous potential in the pharmaceutical industry to bring innovative thinking and reshaping the client interaction.
"Closed loop marketing is defined as the ability to learn from every customer and client interaction and then being able to distill actionable and meaningful intelligence that will shape the next interaction you are having with customers," he says.
Implementing closed loop marketing in the pharmaceutical environment is challenging, he says, because the industry is not dealing with the customer directly, but rather customers who influence their customers. Therefore, it required both a process transformation aspect and a strategic shift, and "Capgemini is on the forefront of that thinking."
Chane says he's been fortunate in that he has been able to establish long-term relationships with several clients. "As a result, I've been able to see the strategic impact and results of the work that we do and how it has helped them shape and evolve their business," he says. "For me, that's been the most gratifying part."
—J.K.
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