Situation
Bristol Myers Squibb (BMS) had a strong digital infrastructure but was not fully utilizing its potential for customer engagement and innovation. Additionally, the lack of strategic partnerships limited the company's ability to expand market reach and co-develop innovative solutions. My role was to optimize the use of existing digital platforms (such as Comprend, Sprinklr, and Medmind), drive engagement, and establish strategic collaborations to enhance competitiveness.
Behavior
To address this challenge,
I led a strategic initiative to both improve platform utilization and forge high-impact partnerships:
- Identified and established key strategic partnerships with leading digital agencies to enhance BMS’s market expansion and innovation capabilities.
- Analyzed underutilized platform features, optimizing their use to better align with customer needs and business objectives.
- Developed and launched joint marketing and innovation initiatives, collaborating with partners to co-create digital solutions that enhanced engagement and offered unique customer value.
- Conducted cross-functional training to ensure local teams effectively leveraged new digital capabilities and tools.
Result
- Expanded Market Reach: Strategic partnerships opened new customer segments and significantly increased brand presence.
- Increased Customer Engagement & Satisfaction: Enhanced platform utilization improved the digital experience, leading to higher engagement and customer satisfaction.
- Accelerated Innovation: Partner collaborations led to faster co-development of solutions, allowing BMS to adapt to market changes more efficiently.
