A Datamonitor report Decision Matrix: Selecting a CRM Vendor in the Pharmaceutical Market (Competitor Focus) Published: Oct 07 Product Code: DMTC2133 Providing you with: Identifies which technology vendors pharmaceutical companies should 'shortlist' when considering the purchase of a CRM solution Provides a comparative technology assessment of the CRM solutions offered by leading vendors in the pharmaceutical market, globally Identifies which CRM solution providers have the most impact on the pharmaceutical market Use this report to... Understand the topography of the competitive landscape for CRM in the pharmaceutical industry Explores how end users perceive CRM vendors across eight categories such as product quality and service capabilities www.datamonitor.com/healthcare
Decision Matrix: Selecting a CRM Vendor in the Pharmaceutical Market (Competitor Focus) DMTC2133 Introduction This report provides a comparative analysis of the leading CRM vendors in the pharmaceutical industry in order to help companies select a CRM solution based on its technology strength, reputation amongst end users and ability to influence the market. Key findings and highlights By combining robust CRM technology with extensive market impact in the pharmaceutical sector, Oracle is positioned as the leader for CRM solutions in the life sciences; With its recent acquisition of Dendrite, Cegedim has increased its market impact and has positioned itself as an important leader in the pharmaceutical CRM market; By offering new technology platforms StayinFront and Salesforce.com have become important players in the pharmaceutical CRM landscape; and While still a newcomer, Verticals ondemand, boasts domain expertise and a competitive end-user interface. Reasons to buy Understand the topography of the competitive landscape for CRM in the pharmaceutical industry Identify the strengths and weaknesses of leading CRM vendors and their solutions Obtain insight into how IT managers in Pharma perceive key vendors in the market for CRM Contact us... From Europe: tel: +44 20 7551 9342 fax: +44 20 7675 7897 email: hcmarketing@datamonitor.com From the US: tel: +1 212 652 5333 fax: +1 646 365 3362 email: hcmarketing@datamonitor.com From Asia Pacific: tel: +61 2 9006 1526 fax: +61 2 9006 1559 email: apinfo@datamonitor.com
www.datamonitor.com/healthcare Sample pages from the report Decision Matrix: Selecting a CRM Vendor in the Pharmaceutical Industry Figure 1: The CRM in Pharma Decision Matrix* 9.0 8.0 User sentiment (scale 1-10) 7.0 6.0 Salesforce.com Verticals ondemand Cegedim Dendrite Oracle Decision Matrix: Selecting a CRM Vendor in the Pharmaceutical Industry 5.0 StayinFront recognized solution amongst surveyed respondents and it is also the solution that receives the highest scores across all end-user categories. Similarly, end users recognize and assign equally high scores to Dendrite products, assigning them one of the highest scores for the most specialized products in the pharmaceutical market. This finding seems to indicate 4.0 5.0 6.0 7.0 that as long 8.0as a product meets specific 9.0 industry needs, it is irrelevant whether or not the solution was originally developed Technology assessment for the pharmaceutical industry exclusively or whether the solution evolved from a horizontal product. (scale 1-10) Explore Consider Shortlist Bubble size represents Market Impact Figure 3: Market leaders analysis: User sentiment Impact = 0 Impact = 10 Source: Datamonitor * Definitions of Market Impact, Technology, Sentiment and the Decision Matrix ratings can be found in the appendix. D A T A M O N I T O R Product quality 10 Client engagement 9 8 Decision Matrix: Customer Selecting support a CRM Vendor in the Pharmaceutical Industry Financial stability 7 6 5 Despite the fact that Cegedim Dendrite and Oracle have considerable presence in the pharmaceutical CRM market, at the same time some of the smallest vendors offering new technology platforms are also the most successful or the fastest growing. As a leading on-demand CRM specialist, Salesforce.com is one of the market leaders in the new customer category. Similarly, Service Verticals capabilities ondemand is likely to play an important role in the competitive landscape, offering an innovative product that seems to meet the industry s need like a glove. Therefore, such on-demand vendors are expanding rapidly both because they are less mature and because their business model is based on rapid mass adoption. Decision Matrix: Selecting a CRM vendor in the pharmaceutical industry (Competitor Focus) DMTC2133/ Published 10/2007 Figure 4: Market leaders analysis: Market impact Service levels Datamonitor. This brief is a licensed product and is not to be photocopied Page 6 Vertical specialization Portfolio depth CRM installed base Cegedim Dendrite Oracle Salesforce.com StayinFront Verticals ondemand Company size 10 8 6 Pharma Revenue 4 Source: Datamonitor D A T A M O N I T O R 2 Solution addressable installed base 0 Revenue growth As the pharmaceutical CRM Decision Matrix includes vendors with markedly different delivery models, it is important to note the perception of end users about on-demand vendors, such as Salesforce.com, compared to traditional vendors. As shown in Figure 3, Salesforce.com is one of the top three vendors in this category, receiving top scores for its customer Recognition New Customers Decision Matrix: Selecting a CRM vendor in the pharmaceutical industry (Competitor Focus) DMTC2133/ Published 10/2007 Geographic reach Datamonitor. This brief is a licensed product and is not to be photocopied Page 11 Cegedim Dendrite Oracle Salesforce.com StayinFront Verticals ondemand Source: Datamonitor D A T A M O N I T O R Decision Matrix: Selecting a CRM vendor in the pharmaceutical industry (Competitor Focus) DMTC2133/ Published 10/2007 Datamonitor. This brief is a licensed product and is not to be photocopied Page 13...Probably the most promising drugs are those with different mechanisms of action, like HCV protease inhibitors, and the other small molecules like polymerase inhibitors... EU key opinion leader, Stakeholder Opinions Hepatitis C Small-molecule antivirals pave the way for triple therapy
Decision Matrix: Selecting a CRM Vendor in the Pharmaceutical Market (Competitor Focus) DMTC2133 Table of contents DATAMONITOR VIEW CATALYST SUMMARY METHODOLOGY MARKET DEVELOPMENTS The competitive landscape for CRM in the life sciences is entering a new phase The CRM in Pharmaceuticals Decision Matrix - Oracle is the top leader by striking the right balance between industry specificity and functionality - Cegedim Dendrite is a leading vendor with strong industry expertise and an expanded installed base - With a new delivery model and strong end-user sentiment Salesforce.com is building momentum - StayinFront offers robust multi-channel capabilities on an updated technology platform - Verticals ondemand's VBioPharma CRM product will change the competitive landscape MARKET LEADERS Market leaders: Technology Assessment Market leaders: User sentiment Market leaders: Market Impact APPENDIX Definitions Datamonitor Ratings Extended methodology - Technology - User sentiment - Market Impact Further reading Ask the analyst LIST OF TABLES Table 1: The CRM in Pharma Decision Matrix* LIST OF FIGURES Figure 1: The CRM in Pharma Decision Matrix* Figure 2: Market leaders analysis: Technology Figure 3: Market leaders analysis: User sentiment Figure 4: Market leaders analysis: Market impact Figure 5: The Cegedim CRM in Pharma Radar: Teams Figure 6: The Dendrite CRM in Pharma Radar: Mobile Intelligence Figure 7: The Oracle CRM in Pharma Radar: Siebel Figure 8: The Salesforce.com CRM in Pharma Radar Figure 9: The StayinFront CRM in Pharma Radar Figure 10: The Verticals ondemand CRM in Pharma Radar THE CURRENT STANDARD OF CARE THERAPY - PEG-IFN ALFA PLUS RIBAVIRIN - HAS A SUBOPTIMAL TOLERABILITY AND EFFICACY PROFILE VENDOR ANALYSIS Oracle - Siebel: CRM in Pharma Radars - Recommendation: Shortlist Cegedim Dendrite - Teams: CRM in Pharma Radars - Recommendation: Shortlist Cegedim Dendrite - Mobile Intelligence: CRM in Pharma Radars - Recommendation: Shortlist Salesforce.com: CRM in Pharma Radars - Recommendation: Consider StayinFront: CRM in Pharma Radars - Recommendation: Consider Verticals ondemand: CRM in Pharma Radars - Recommendation: Explore Contact us... From Europe: tel: +44 20 7551 9342 fax: +44 20 7675 7897 email: hcmarketing@datamonitor.com From the US: tel: +1 212 652 5333 fax: +1 646 365 3362 email: hcmarketing@datamonitor.com From Asia Pacific: tel: +61 2 9006 1526 fax: +61 2 9006 1559 email: apinfo@datamonitor.com
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