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Life Sciences

CRM vs CXM Evaluation

How does CXM compare with CRM? 

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. 





Essential Features

and Insights

User KPIs

Scope and Implementation Plan

Workflow  Design 



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 

About The Omnipresence CXM


Omnipresence is a unified customer experience management (CXM) platform for healthcare and life sciences companies with CRM, omnichannel engagement, advanced analytics and AI capabilities in a single platform. The platform enables organizations to elevate and transform the experiences they can deliver to healthcare professionals, business partners, patients, and other stakeholders while modernizing disparate systems into a modern, digital ecosystem. The result of a strategic alliance between Indegene and Microsoft, Omnipresence unifies the power of Microsoft Azure and Microsoft AI together with Dynamics 365 and Power Platform business applications, and Microsoft Office 365 and Teams for intelligence-driven productivity, collaboration and customer experiences.

Contact Information

Omnipresence Technologies

600 Third Avenue, 2nd Floor, New York, NEW YORK, 10016

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