Understanding Switching Dynamics: Maximizing Customer Retention in the Life Sciences

Table of Contents

Introduction

• Significant Findings

Life Science Market Dynamics

Assessing the Market' s Potential to Switch Life Science Brands:

• Percentage of Scientists Currently Deciding Whether to Switch Brands
• Maior Reasons Scientists Do Not Consider Switching Brands
• Reasons Scientists Consider Switching Brands
• Brands Scientists Are Considering Switching From Using

Characterizing the Who, Whatand Why of Customer Switching:

• Percentage of All Scientists Who HaveS witched Brands in the Past 12 Months
• Customer Demographics and Switching Behavior
• Brands Scientists Have Switched From in the Past 12 Months
• Advantages of New Brands Over Old Brands

Attracting and Growing Your Customer Base

Preventing and Managing Customer Problems:

• Vulnerable Business Areas and Time Allowed by Customers for Resolving Problems in These Areas
• Top Reasons that May Cause Switching and How Often Problems Would Need to Occur Before Switching
• Personnel to Whom Scientists Would Direct Complaints

Maximizing Your Competitive Advantage:

• Expected Primary Motivation for Switching Brands
• Most and Least Important Service Offerings from New Brand
• Minimum Price Savings to Consider Switching Brands

Building Customer Loyalty Programs:

• Preferred Type of Loyalty Program
• Incentives that Increase Loyalty

Demographics

• Market Segment
• Job Position
• Geographic Region
• Area of Research

BioInfo Dashboard™ Profiles

• Abcam
• Affymetrix
• Agilent Technologies
• Ambion (Applied Biosystems)
• BD Biosciences
• Bio-Rad Laboratories
• Cell Signaling Technology
• Dako
• EMD Biosciences (Calbiochem, Novagen)
• Eppendorf
• Eurogentec
• Fermentas
• CE Healthcare (Amersham Biosciences)
• Illumina
• Integrated DNA Technologies
• Invitrogen (Dynal, Cibco)
• ISC BioExpress
• Jackson ImmunoResearch Laboratories
• KPL
• Mettler Toledo
• Millipore
• Molecular Devices (MDS Analytical Technologies)
• MP Biomedicals
• New England Biolabs
• PerkinElmer Life and Analytical Sciences
• Promega
• Qiagen
• R&D Systems
• Roche Applied Science
• Santa Cruz Biotechnology
• Sigma-Aldrich
• Stratagene
• Thermo Fisher Scientific
• Tocris
• UVP
• VWR International
• Waters

Study Methodology and

• Methodology
• Demographics
• Questionnaire

Appendices

• Insights and Perspectives
• Additional Analysis
  • Importance of a Loyalty Program in Decision to Not Switch Vendors,by Likelihood to Continue Using Products from Brand
  • Importance of a Loyalty Program in Decision to Not Switch Vendors, by Likelihood to Recommend Brand
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