Pharmaceutical Companies Can Benefit From Moving in the Direction of Adopting an Enterprise-Wide CRM Strategy.DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c48885) has announced the addition of Datamonitor's new report: Taking CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. to the Next Level: Web-assisted Relationship and Community-building for the Pharmaceutical Industry to their offering. CRM is a business strategy by which a company seeks to maximize the value of its products by managing the customer relationship, with specific aims to boost customer retention and increase market share, while reducing the costs of sales, marketing and customer fulfillment ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. . CRM is made necessary because of advances in Web-enabled technologies, which have changed the dynamics of sales and marketing. Scope of this title: -- Insight into how the view of CRM as a solely sales, marketing or fulfillment strategy is flawed flaw 1 n. 1. An imperfection, often concealed, that impairs soundness: a flaw in the crystal that caused it to shatter. See Synonyms at blemish. 2. and contributes to unrealistic expectations -- Identification of the leading CRM vendors in the pharmaceutical industry -- A discussion of how pharmaceutical companies can benefit from moving in the direction of adopting an enterprise-wide CRM strategy -- Analysis of how online communities can be leveraged to improve CRM strategies Highlights of this title: -- CRM is not an out of the box software solution that can instantaneously in·stan·ta·ne·ous adj. 1. Occurring or completed without perceptible delay: Relief was instantaneous. 2. recoup recoup To sell an asset at a price sufficient to recover the original outlay or to offset a previous loss. losses due to cutbacks in sales force and media saturation saturation, of an organic compound saturation, of an organic compound, condition occurring when its molecules contain no double or triple bonds and thus cannot undergo addition reactions. . CRM is instead a constantly evolving reassessment Reassessment The process of re-determining the value of property or land for tax purposes. Notes: Property is usually reassessed on an annual basis. You may request a "reassessment" if you disagree with your assessment. of the relative value of relationships with target groups and effectiveness of the mediums used to communicate with them. -- The greatest demand on pharmaceutical CRM infrastructure is the ability to cover multiple touch points across a diverse customer base. In this respect, the pharmaceutical industry is unlike any other, faced with a wide and varied array of customers, each of whom interact to varying degrees and at various levels. -- Predictive analytics Predictive analytics encompasses a variety of techniques from statistics and data mining that process current and historical data in order to make “predictions” about future events. are the most challenging aspect of any CRM strategy, but also potentially the most rewarding. Online communities can play a role in developing a successful predictive CRM strategy by enabling companies to monitor the evolving thought processes This is a list of thinking styles, methods of thinking (thinking skills), and types of thought. See also the List of thinking-related topic lists, the List of philosophies and the . of their customers. Reasons to order your copy: -- Identify how the pharmaceutical industry is evolving beyond traditional sales and marketing strategies toward enterprise-wide CRM -- Understand how CRM can move beyond managing customer relationships towards community building and support -- Evaluate key vendors and how they are shaping the future of pharmaceutical CRM OUR VIEW CATALYST SUMMARY METHODOLOGY ANALYSIS An Introduction to the role of CRM in the pharmaceutical industry Analytical and Operational CRM Regulatory constraints and the nature of the products sold make pharmaceutical CRM unique Defining the "C" in CRM for the pharmaceutical vertical The "R" in CRM does not stand for "ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). "... ...but ROI cannot be ignored "Management" means much more than it used to Dropping the "e" in eCRM The view of CRM as a solely a sales, marketing or customer fulfillment strategy is flawed and contributes to unrealistic expectations and shortfalls in implementation Drivers and resistors of CRM CRM and the pharmaceutical sales force CRM and marketing to key target groups CRM and customer fulfillment Customer fulfillment online: providing eSamples to physicians and consumers CRM as a holistic business solution, rather than as a sales, marketing or fulfillment solution The leading CRM vendors in the pharmaceutical vertical will combine industry experience with a focus on technology and functionality that meets specific needs rather than hard to define ROI targets The Vendor Landscape The Market Leader Oracle (including PeopleSoft & Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. ) Case Studies: Novartis looks to Siebel for a CRM solution Runners up Salesforce.com SAS (1) (SAS Institute Inc., Cary, NC, www.sas.com) A software company that specializes in data warehousing and decision support software based on the SAS System. Founded in 1976, SAS is one of the world's largest privately held software companies. See SAS System. SAP Unica Microsoft THE FUTURE DECODED In the future, the focus of CRM will move beyond managing customer relationships towards community-building and support Online Communities as a Tool of CRM At a minimum, pharmaceutical companies should be using online communities as a market research tool Greater lessons to be learned from online communities APPENDIX List of Figures Definitions and abbreviations References Extended methodology Our eHealth Physician Insight Survey 2005 Our eHealth Consumer Insight Survey 2005 Ask the analyst List of Figures For more information visit http://www.researchandmarkets.com/reports/c48885 Source: Datamonitor |
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