The Client Experience—Key to a CDMO's Success

By Safa’a Al-Rais, Sr. Director of Venture Management

In today’s competitive market, client-centricity is essential. Creating a genuinely client-centered business is by no means a simple task, but with the right people, appropriate training, positive attitudes and supportive tools it is attainable. In the dynamic contract development and manufacturing organization (CDMO) industry, client-focused businesses, such as Therapure Biomanufacturing, succeed in retaining and growing our client base by delivering on project objectives and satisfying a client’s expectations.

Creating a client-centric culture is about understanding values from the client’s perspective; this does not mean doing everything the client wants. It does mean focusing on what the client values most and aligning that with what is appropriate for developing and manufacturing the product. An organization that agrees to all client requests may provide short-term satisfaction for the client, but it may also lead to long-term problems and, ultimately, faulty processes and client disappointment. It is better to have candid discussions to identify and resolve potential issues early in a project before they become critical project concerns. This is where Therapure provides expertise and experience accumulated from developing and manufacturing many different products for multiple clients.