To support smaller partners who lack marketing resources, vendors can offer a concierge service through their partner demand center. This provides hands-on human help for executing pre-built, turnkey campaigns. This model drives significant adoption and results from the long-tail segment, which often feels neglected by vendors.

Customers are guarded with salespeople for fear of being sold. However, they are candid with customer service, freely sharing complaints and unmet needs. This makes the CS department an invaluable, and often untapped, source of sales intelligence and expansion opportunities.

Brands must view partner and supplier experiences as integral to the overall "total experience." Friction for partners, like slow system access, ultimately degrades the service and perception delivered to the end customer, making it a C-level concern, not just an IT issue.

Customer service isn't just a post-sale function; it shapes the pre-sale environment. A prospect's perception of your company's service, formed by word-of-mouth and online presence, directly impacts a salesperson's ability to succeed before they even make contact.

Unlike incumbents, new biotech and pharma companies often lack established sales forces. They launch with a 'digital first' go-to-market strategy, turning to platforms like Doximity early in their lifecycle. This creates a new and rapidly growing customer segment for Doximity, independent of the incumbents' slower transition.

Simply "servicing" an account by fulfilling orders makes you a replaceable commodity. To become indispensable, you must proactively bring insights and create new growth opportunities for your client. This shifts your role from a reactive vendor to a strategic partner, making you "sticky" and invaluable to their business.

As multi-year deals become less common, focus is shifting heavily to post-sales. Companies are investing in strengthening these teams' skills and rethinking their entire post-sales strategy, recognizing that retention and human relationships are more critical than ever.

In a marketplace with endless options, product features are table stakes. The deciding factor for buyers is now the total experience. Salespeople have lost control of the buying cycle and must now influence it by delivering exceptional service and building trust from the first interaction.

For smaller biotechs, the key to a successful CRO relationship is treating them as a genuine partner. This requires moving beyond a transactional, fear-based dynamic to one of open communication and mutual respect. Biotechs should actively solicit CRO feedback, as they possess valuable cross-industry insights and can identify sponsor-side behaviors that need to change.