A Shifting CDMO Landscape: The Rise of High-Science, High-Touch

Elizabeth Hickman, Chief Business Officer, AustinPx

Throughout my career as a chief business officer and strategy executive, I have had the privilege of leading and contributing to critical initiatives in business model design, change leadership, capabilities expansion, M&A, and innovative research. Through these experiences, I’ve worked closely with clients and witnessed the immense pressure pharmaceutical executives face to do more with fewer resources. In an industry where precision, efficiency, and innovation are non-negotiable, contract development and manufacturing organizations (CDMOs) have emerged as invaluable partners in helping pharmaceutical companies meet and overcome these challenges.

Over the past two decades, I’ve observed significant shifts in the pharmaceutical and CDMO landscape. Pharma companies and their outsourcing partners must continuously adapt to new market demands, regulations, and evolving technologies. However, despite these changes, one constant remains: the most successful CDMOs are those that maintain a high-science, high-touch (HSHT) approach in their operations and decision-making. This model, combining cutting-edge scientific rigor with personalized, client-centered service, can ensure that CDMOs effectively support their clients in an increasingly complex and competitive market.

High science

In today’s environment, early-phase trials are facing reduced funding, which forces pharma companies to seek outsourcing that allows them to minimize costs and accelerate timelines. CDMOs that adopt a high-science approach are particularly well-positioned to tackle the complex challenges these organizations face, delivering high-quality outcomes in a time- and cost-efficient manner. This high-science approach involves leveraging the “small company benefits” CDMOs often provide: deep experience from senior leadership, strong communication, and the ability to apply advanced, highly specialized technological capabilities.

Mike Mulkerrin, chief technical operations officer at ADC Therapeutics, excellently summarized the developer perspective and benefits when he said, “Frankly, one of the ways we have engaged in development objectives is to not use large contract manufacturers. Instead, we see success with small CMOs who are like us—building their business upon new ideas and innovations for specific areas of drug development and manufacturing. …These CMOs, too, are a vital part of the pharmaceutical innovation future we are talking about.”

While large companies certainly possess extensive expertise, accessing this knowledge and attention for smaller projects can be difficult. In contrast, an HSHT CDMO model ensures that senior leadership remains closely involved in every project, drawing on their deep experience to provide strategic guidance and make critical decisions. These leaders bring empathy to their roles, understanding the pressures clients face, and can quickly pivot in response to unforeseen challenges such as accelerated timelines or limited data availability.

For example, CDMOs with HSHT capabilities offer significant value in situations requiring innovative solutions, whether it’s for formulation development, manufacturing, or complex drug delivery challenges. By continually developing and improving their tools and technologies, refining management styles, and expanding their team’s internal skill sets, HSHT CDMOs bring market-disrupting technologies and capabilities to their clients. These innovations, whether they improve drug bioavailability, sustainability, or scalability, can significantly enhance drug development processes and outcomes.

Moreover, HSHT CDMOs should recognize that implementing innovative technologies extends beyond manufacturing. Staying up to date with advancements in key operational areas—such as project management, supply chain management, and IT—allows CDMOs to improve overall functionality and efficiency. By empowering experienced teams with advanced tools, CDMOs can ensure that their internal workflows and client-facing processes are streamlined, resulting in faster, more efficient project execution and greater value for clients.

High touch

A high-touch approach focuses on building deep, collaborative relationships with clients. In my experience, the foundation of any successful partnership is a genuine understanding of the client’s unique challenges and goals. By prioritizing this understanding at the outset of a project, CDMOs can provide tailored solutions that meet client needs while maintaining the highest standards of quality and adhering to project timelines.

Delivering a truly high-touch service requires more than just technical expertise. It demands a team that excels in both hard and soft skills. While technical proficiency is essential, the interpersonal skills that foster strong client relationships and effective collaboration are equally important. Teams that are skilled in communication, problem-solving, adaptability, and empathy are better equipped to anticipate client needs, navigate challenges, and provide customized solutions. This combination of technical and interpersonal skills not only allows the CDMO to deliver scientifically rigorous results but also builds trust and strengthens long-term partnerships.

In an increasingly digitized and virtual industry, many biopharma companies are operating with dispersed or fragmented teams, placing even greater importance on clear, direct, and responsive communication from their CDMO partners. High-touch CDMOs distinguish themselves by offering clients a level of accessibility and flexibility that larger, less agile organizations may struggle to provide. For example, a high-touch CDMO ensures senior leadership is available to clients throughout the project, offering personalized scheduling and a diligent approach to project scoping to minimize delays and provide customized solutions.

Additionally, high-touch service emphasizes agility and adaptability. CDMOs must be prepared to respond to new challenges, whether it’s a supply chain delay, unexpected data, or a sudden shift in market conditions. By maintaining open lines of communication and collaborating closely with clients, CDMOs can adjust quickly and effectively, helping clients navigate uncertainties and stay on track.

An exemplary high-touch model can be likened to the “Ritz Carlton approach” to customer service: empowering team members to do the right thing for the client, even to the point of obsession. Team members are given the autonomy to make decisions that prioritize the client’s needs, fostering an environment of trust, empathy, and loyalty. This approach not only ensures a better client experience but also strengthens the overall partnership, as clients come to rely on their CDMO as a trusted advisor and strategic partner.

Building a HSHT culture

Delivering on the promise of a high-science, high-touch model starts with building a company culture that emphasizes strong customer service and a commitment to exceeding client expectations. This requires a CDMO to invest in its people, ensuring that every team member is aligned with the company’s values of responsiveness, empathy, and collaboration. Achieving this begins with a well-designed recruitment strategy that looks beyond technical qualifications to identify individuals who possess strong communication skills and a genuine desire to serve.

A successful HSHT approach requires team members who are not only technically proficient but also capable of listening to clients, understanding their unique challenges, and responding with tailored, thoughtful solutions. Communication is at the heart of any strong client-CDMO relationship, particularly in a high-touch environment where trust and transparency are essential. Team members must be able to explain complex scientific data clearly and concisely, ensuring that clients feel informed and confident in their CDMO’s capabilities.

Beyond recruitment, investing in continuous training is critical to maintaining a culture of excellence. Training programs should focus not only on enhancing technical competencies but also on developing interpersonal and client-management skills. Regular workshops on communication, problem-solving, and conflict resolution equip teams to handle any situation with professionalism and empathy. Moreover, ongoing training that reinforces the importance of flexibility and client satisfaction ensures that every interaction reflects the CDMO’s commitment to high-touch service.

Empowering teams to deliver HSHT service

A client-centric HSHT culture empowers employees to take ownership of their client relationships and make decisions that prioritize the client’s needs. This empowerment is key to creating a Ritz-Carlton approach to service—where team members have the autonomy and support to go above and beyond for their clients. When employees feel trusted and backed by leadership, they are more likely to develop deep, lasting relationships with clients, which are essential for long-term success in the high-touch model.

Additionally, fostering a culture of collaboration between internal teams is vital. A cross-functional approach ensures that every department—from R&D to manufacturing to quality assurance—works in harmony to meet client objectives. When departments communicate openly and work together seamlessly, they can anticipate challenges, identify solutions quickly, and deliver a higher quality of service. This level of internal collaboration translates directly into better results for clients, who benefit from the collective expertise of the entire CDMO team.

Ultimately, designing a company culture that emphasizes both technical excellence and customer service will set a CDMO apart in the competitive pharmaceutical landscape. By recruiting individuals with strong technical knowledge and communication skills, and by providing continuous training that reinforces these values, CDMOs can build teams that are fully aligned with the HSHT model. This approach strengthens client relationships, drives better project outcomes, and positions the CDMO for long-term success in the rapidly evolving pharmaceutical industry.

Elizabeth Hickman is Chief Business Officer at AustinPx, a CDMO specializing in bioavailability enhancement of orally delivered small molecule drug candidates