Amgen’s Sander Schapendonk: “Serving the needs of patients and professionals”

Breakline

In the field of Life Sciences & Health, effective communication plays a crucial role in ensuring that therapies and innovations reach the appropriate patients and stakeholders promptly and effectively. Sander Schapendonk, Director of Global Customer Capabilities at Amgen, comprehends these challenges first-hand. Through his role, he has successfully developed an innovative customer-centric approach. What is the key to this approach?

What makes communication challenging for Life Sciences & Health companies?

“Traditionally, many Life Sciences & Health companies are structured around products. However, physicians are increasingly seeking non-traditional product information nowadays. I believe our medical and commercial teams will benefit from a customer-centric approach. Because, if we want to communicate with healthcare professionals effectively, we need to understand their drivers, barriers, and information needs first.”

“I firmly believe that having good relationships with healthcare professionals will ultimately improve patients’ outcomes too.”

Sander Schapendonk, Director of Global Customer Capabilities at Amgen

What role does your team play in this?

“We help to uncover drivers and barriers of both healthcare professionals and patient groups. Based on these insights, my team proposes the most valuable content for physicians along with their preferred communication channels. All to suit their needs. We create omnichannel campaigns with personalised and seamless interactions across various platforms. This way, we enhance customer experience and increase engagement and loyalty. I firmly believe that having good relationships with healthcare professionals will ultimately improve patients’ outcomes too.

On a more personal note, what motivates you in this role?

“I have worked for Amgen for over 18 years now, in various roles. From financial planning to sales to commercial excellence. In these years, much has changed already, but since the 2.5 years I’ve been leading this team, I learned much more about how we can serve professionals’ and ultimately patients’ information needs best.”

“Throughout the years, Sander and I have worked on multiple projects together. I admire his ambition and ability to build, grow, and improve his teams. I’m honoured to be part of his journey.”

Patrick Filius, chief impact officer Impact Stewards

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Patrick Filius

Chief Impact Officer

Chief Impact Officer

patrick.filius@impactstewards.com