Overview

Companies

Metrics

Content

Purchase

The following is a list of metrics included in Pharmaceutical Customer Relationship Management. While this list is not inclusive of all the data in the report, it summarizes the main categories and types of data included in each chapter.

Chapter 1:

• Management structure of CRM
• Level of CRM operation
• Functions spearheading CRM initiatives
• Functions involved in CRM
• CRM brand-level, therapeutic area-level and corporate-level investments
• Average CRM investments by category
• Budget breakdown by target audience
• Functional contributions to CRM funding
• Headcounts for development, implementation and maintenance stages by category
• Initial CRM investments vs. annual CRM investments by category
• Annual CRM investments vs. desired annual investment by category
• Percentage of implementation investments outsourced
• Percentage of maintenance investments outsourced
• Outsourced activities
• CRM database integration
• Technology investments as a percentage of total CRM investments

Chapter 2:

• Relevancy of CRM objectives
• Applications of CRM programs
• Time to develop and implement CRM programs
• Development phase during which new drugs are integrated into CRM programs
• Pilot programs for CRM
• CRM program measurement
• CRM program results
• CRM program performance ratings
• Measuring customer lifetime value
• Average cost to attain a new patient vs. cost to retain an existing patient
• Average initiative development investments as a percentage of total CRM budget

Chapter 3:

• Companies’ current CRM development stages
• CRM challenges
• Target audiences of CRM initiatives
• Media channels utilized in CRM programs
• Average online marketing investments as a percentage of total marketing investments

Chapter 4:
There are 13 CRM program profiles in Chapter 4, each of which contains the following metrics and graphics:

• Program background information:
  • brand-level
  • therapeutic area-level
  • corporate-level CRM initiative
  • therapeutic area
• Program overview:
  • target audiences
  • measuring customer lifetime value
  • cost to attain a new patient vs. cost to retain an existing patient
• Program timeframe:
  • current stage of development
  • development time
  • pilot program
• Integration of databases and phase of new drug integration
• Program structure:
  • centralization
  • operation level
• Functions involved in CRM program and contributions to CRM funding
• Implementation investments broken down by categories and target audiences
• Annual CRM investment vs. desired annual investment and outsourcing budgets and activities
• In-house headcounts at various development stages
• Applications of CRM program and objectives
• Media channels utilized in CRM and online marketing investments as a percentage of total marketing investments
• CRM challenges
• CRM status report:
  • measurement tactics
  • program results
  • performance rating