Customer Centricity

Getting Into the Hearts and Minds of our Customers!

Customer Centricity is the evolution from being “Product centric” to “Customer-centric”. Thus it is a function that focuses on the customer and what it takes to move beyond the reactive and into the proactive mode of operation – looking at ways to improve processes, communications, and project management. Thus we are not only able to better understand and predict customer needs, but are also able to implement and leverage solutions that allow for automated and prompt insights about entire customer segments.

We as an organisation are persistently focused on Customer Centricity and we actively 'think' and 'act' with the customer in mind at all times. Every decision that is made by the business is done so consciously understanding the effect that decision will have on the customer. We define it as ‘truly understanding and anticipating customers’ needs and using this to design and deliver a unique experience across the entire organisation that effectively meets these needs in a profitable way.’

In order to drive sustainable growth across our business, it is essential that we are able to continuously get better at meeting the needs and expectations of our customers. In an increasingly competitive and challenging market place, it may not be enough for us to rely on the quality and uniqueness of our products and services alone. 

At Piramal, we emphasize on unique requirements, converting cost proposition into a value proposition, by focusing on a customers’ unique positioning in the market to help overcome the customers’ cost challenges. Understanding the customer’s focus, needs, observations, and goals helps design strategic plans that enable them to meet their goals quickly and efficiently. 

Whilst our company values have always driven our business to behave in a customer-centric manner, the multi-national nature of the organization has made it challenging for the whole business to act consistently in a customer-focused way. As a B2B organization, we believe that we exist because our customer has a need for product or services to service end customers (patients).


“A great customer experience can deliver tremendous strategic and economic value to a business, in a way that’s difficult for competitors to replicate.”