Key account organisation case study: Adopting a customer-centric way of working by becoming a Key Account Organisation 2 2019 © Rubica Change and Analytics Ltd. Novartis Novartis, the top 10 global pharma company, asked Rubica to develop a programme to encourage teams in high-potential markets to adopt a more customer-centric way of working. Rubica created a cross-functional Key Account Organisation programme for over 180 people in 11 countries across Europe, Asia and the Americas. This has already yielded significant results, for example generating over $750k in additional product sales for one key account. The challenge: putting customers first in the management of accounts Following global shifts in the customer marketplace, Novartis wanted a transfor

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