Case Study: Thermo Fisher Scientific strengthens B2B customer loyalty with ProKarma

Engineering a B2B loyalty strategy for Thermo Fisher Scientific

Thermo Fisher Scientific, a global life sciences manufacturer serving researchers across diagnostics, pharmaceuticals, and biotechnology, wanted to strengthen its B2B loyalty strategy in a highly competitive medical device market. The company needed deeper, more granular insight into customer behavior, including roles and organizational characteristics, to improve retention and customer lifetime value. ProKarma helped Thermo Fisher Scientific assess and refine its loyalty approach, including support for the Aspire Program and selection of the CrowdTwist loyalty platform.

ProKarma delivered a competitive benchmarking assessment, developed a “Moments of Change” framework, and created an implementation roadmap, measurement model, and governance guidance for Thermo Fisher Scientific’s loyalty strategy. ProKarma also designed the Aspire Program for career lab scientists and helped Thermo Fisher select CrowdTwist as its omnichannel loyalty and analytics platform. The result was a more structured loyalty program and strategy with a significant impact on lifetime customer value.

Thermo Fisher Scientific