By: Srinivasa Rao Sakamuri and Supriya Bhowmick

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CRM assessment equips Pharmaceutical and Life Sciences organizations to enhance future customer experience.

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In the life sciences industry, where every interaction with healthcare professionals, patients, and payers matters. CRM isn’t just a tool; it’s a strategic asset. The changing CRM landscape lets companies to review current systems and adopt modern solutions.

Why a CRM Assessment is Essential Now

• System of Records: Legacy CRM platforms primarily function as record-keeping tools rather than action-oriented solutions for customer engagement.
• Customer Experience Platform (CXP): The sector is experiencing a generational transition toward advanced CXPs (Customer Experience Platforms), capitalizing on personalization, customization, and AI-enabled features while maintaining compliance.
• Unified Engagements: Integrated approaches across sales, marketing, medical, and regulatory teams foster tailored omnichannel strategies and cohesive decision-making.
• Termination of Veeva & Salesforce Partnership: The conclusion of the Veeva–Salesforce collaboration necessitates proactive CRM strategy evaluation. Key milestones include:
• September 2025: Formal termination; Veeva ceases Salesforce partnership renewals
• 2025-2030: Transition period, permitting continued use of Veeva CRM on Salesforce
• 2030: Deadline for migration to new platforms
• Post-2030: Ongoing system optimization

Seize the Moment: Unlocking Strategic Value through Proactive CRM Evaluation

Your CRM assessment offers multiple benefits.

1. Assess to unlock value: Identify areas where it involves rethinking of your processes, to enable the CRM systems to transition from system of record to system of action
2. Optimize Performance: Understand where customer interactions can be enhanced, helping build stronger and more meaningful relationships to shift CRM systems from record-keeping to system of engagement.
3. Unification: Traditional CRM frequently requires the use of multiple platforms, handoffs, and manual team coordination. CRM assessment can identify opportunities to implement a unified platform that streamlines these processes; thus, minimising inefficiencies associated with workflows distributed across various systems.
4. Enhance Regulatory Compliance: CRM now acts as the core system for compliant, personalized interactions with healthcare professionals, patients, and regulators. CRM assessments ensure the system meets compliance standards.
5. Cost: Reduce Total Cost of Ownership (TCO) while migrating to the newer unified platform

Platform-Agnostic Evaluation: Choose the right CRM Suite with LTIM’s CRM Assessment Framework

At LTIM, we use a structured process to assess, select, and implement the best CRM solution for your needs.

• Gap Fitment: Evaluate the CRM landscape and perform gap analysis based on functional and technical needs.
• ​Product Fitment: Conduct a Product Fitment Analysis focusing on scalability, viability, architecture, and platform considerations.
• Cost-Benefit Analysis: Provide a Cost-Benefit Analysis by comparing total cost of ownership across different platforms.
• ​Platform Fitment: Present a Platform Fitment Recommendation aligned with your CRM requirements and the results of the assessment.
• ​Customer Experiences Roadmap: Develop a roadmap to enhance customer satisfaction through tailored experiences.

Conclusion

Are you ready to transform your business and deliver truly personalised experiences at scale? The CRM landscape is rapidly evolving, and organisations that embrace the right solution will unlock the full potential of every customer interaction. As channels, products, and customer profiles grow more diverse, there are more opportunities than ever to engage audiences and achieve strong results.

Don’t let complexity slow you down; partner with us to conquer the challenges of today’s market and make every engagement count.