The changing pharmaceutical marketplace requires organizations to transition from traditional selling models to modern omnichannel approaches. With access constraints and shifting provider preferences, sales reps need to pivot from direct selling to more collaborative and empathetic customer-centric approaches. This change will begin with engaging health care providers (HCPs) in a way that delivers value and meets their specific needs.

Here are a few shifts the sales team need to make as they transition their go-to-market strategies:

Cross-functional

Where the traditional model relied heavily on individual reps working independently with healthcare providers, the new changes require the team to work with cross-functional teams to bring together diverse expertise across service, medical affairs, inside sales, and key account management (KAM). Embracing cross-functional strategies will allow teams to create local teams that can adapt to the unique needs of the customers, be it HCP, health system or patient population.

Collaborative

The future of pharma sales is not in a single rep managing the entire customer experience, but every team working together to contribute their expertise. Here, collaboration will become the backbone of new go-to-market strategies. Rather than teams being isolated from each other, the organisation needs to build a structure where even the non-sales personnel engage in commercial roles, ensuring both credibility and commercial alignment. For instance, where medical affairs professionals can bring deeper insights to complex conversations, the sales team can provide market context and ways to improve sales compensation management. 

Empathy-based selling

Empathy is the foundation of human interaction. Rather than approaches that focus on pushing products to customers, in the future, reps must place customer requirements to truly shape the context, challenges, and goals. This involves listening first, tailoring communications to the customer’s needs, and training other teams to respond more effectively. Instead of leading with product-first strategies, an empathy-based approach will help create stronger customer relationships that deliver long-term positive effects.  

Different pharma organizations place different values on their go-to-market strategies. However, as teams transition to a better future, sales reps not only sell, but they also collaborate, empathise and work together with cross-functional teams to bring value to the customers.