Selecting the right customer management platform is an important decision that can greatly impact the growth and performance of pharma, biotech and medical devices companies.
Today, transforming the customer journey from a series of transactions to a true end-to-end experience for life sciences requires the involvement of the whole business along with complex integrations. Breaking down internal silos and delivering omnichannel customer journeys has shown tremendous value and a competitive advantage for early adopters. Customer experience management (CXM) defines the next-generation of customer management solutions, where a unified platform enables your organization to deliver personalized experiences for HCPs and patients throughout their journey.
CXM platforms have distinct capabilities from traditional CRM systems that help organizations become more customer-centric. This evaluation has been created to help you make the right choice for your organization and your customers’ needs.
Recommended Planning Process
The below steps are designed to guide you in determining your requirements and their scope so that your evaluation of customer management platforms is more thorough.
Scope and Implementation Plan
1. Define the customer journey
2. Re-evaluate business processes
3. List essential features & customer insights
4. Define user KPIs
5. Determine the scope and implementation plan
6. Workflow design
7. Architecture mapping