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Wednesday, August 10, 2005

Pharmaceutical Mission Impossible

Deliver customer satisfaction and make a profit ? Who?s really able to do it? Have you guessed? Johnson and Johnson is delivering customer satisfaction and making a consistent profit. It is not Mission Impossible....

The Johnson and Johnson Credo is legendary in the pharmaceutical industry.

It is a model for good CRM practice.

I love it!

I wrote this article for Greater China CRM and suddenly realized that the J&J Credo was a somewhat like the Spring and Autumn Analects - the records by the students of Confucius on his thoughts about the relationship between people, families, community and emperor. Defining the values of key relationship has provides strong guidelines for one of the longest ongoing cultures in the world: China.

Perhaps it also accounts for Johnson and Johnson's steady success over the years.

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