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Harvard School of Public Health
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8 Challenges to Customer-Driven Health Care
By John Quelch

How to attract and maintain customers is a vital question for today’s health care industry. Successfuly companies–whether they be hospitals, pharmaceutical companies, or payers–will be those that can acquire and satisfy new customers efficiently and effectively. Doing so requires customer-driven strategies which put the interests and needs of the customer at the center of the decision-making process.

John Quelch, Professor of Health Policy and Management at Harvard T.H. Chan School of Public Health and Charles Edward Wilson Professor of Business Administration at Harvard Business School offers eight points to consider - both challenges and areas where innovation and leadership could provide solutions – when formulating customer-driven strategies in
8 Challenges to Customer-Driven Health Care.

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