CRM for Life Sciences

Johnny Grow

Salesforce for Life Sciences

Ready to apply CRM best practices?

How We Can Help

Implement Salesforce with Sales Best Practices

When CRM automates sales best practices, sellers improve productivity and the sales win rate

Use Salesforce with Marketing Best Practices

Marketing best practices with CRM drive higher campaign conversions and a seismic increase to the pipeline

Apply Customer Service Best Practices

CRM with customer service best practices increases customer satisfaction, lifetime value and retention

Biotech, Medical Device and Pharma Sales Force Automation

Customer Relationship Management (CRM) software for life sciences companies has different goals and requirements than the generic CRM software shared across other industries. CRM for life sciences is not about routine account and opportunity management.

That's because business success measures are based on things like KOL engagement, KAM and HCP complex relationships, efficient inventory fulfillment and uncompromising regulatory compliance unlike any other industry.

Yet most CRM systems do not accommodate these industry requirements. That leaves customer facing staff scurrying to third party products and other systems to support what could be delivered in a single system, if that CRM software is designed for life sciences companies.

For CRM to achieve it's namesake description and the most important life science business outcomes, consider CRM best practices, such as the following:

  1. Inventory visibility within CRM software is a best practice that gives sellers and customer facing staff real-time visibility of inventory across the supply chain. Staff need to know inventory quantities available to sell, see inventory in transit, know when goods will arrive, and have data such as credit availability and payment history display in the customer record.
  2. CRM Configure-Price-Quote automation is a best practice when selling highly configured items, items which incur frequent pricing changes or other promotions, or processing multi-product orders with options and variations. CRM CPQ reduces order processing time and sales order errors by over 55%.
  1. Step up your 360-degree customer view. Standard CRM delivers a customer view with company firmographics and contact demographics. That's a start but it's static data and woefully incomplete. Sales reps need a 360 degree view that can easily decipher complex associations, such as the relationships between doctors and hospitals or payers, and the relationships that physicians or HCPs hold as KOLs. A physician listed as a general surgeon at one hospital may also be a KOL at a different teaching hospital. A general practitioner who is as an infrequent prescriber may be responsible for recruiting many patients for a clinical trial at a different oncology division.
  2. CRM integrated with a sales methodology and prescriptive sales process increases sales conversion rates by 11%. The most successful sellers have shifted from informal selling to applying a sales methodology that leads with buyer insights, applies customer intelligence, solves for the customer and shifts the selling strategy from what you sell to how you sell.

These are only a few examples of applying CRM best practices to improve user adoption, software utilization and technology ROI.

CRM for Medical Device Companies, Biotech and Pharma

CRM recommendations without supporting data are just opinions.

A smarter approach is to apply evidence-based best practices which are born from research findings that show how the Best-in-Class biotech, pharma and medical device companies (i.e., the top 15% in each sector) outperform all others.

Below are the top 9 CRM best practices to achieve the three goals of increasing user adoption, software utilization and technology ROI.

CRM Best Practices
The 9 Highest Impact CRM Best Practices | Source: The CRM Benchmark Report

These proven methods drive company growth using repeatable processes. They shift from exploratory ideas that lack predictable results to prescriptive guidance that achieves forecasted outcomes.

And because they are data driven, they can be modeled to show investment, cash flow impact, time to value and ROI.

A single CRM best practice will deliver incremental revenue growth. A collection will deliver exponentially more.

Best Practices

Optimizing Salesforce for Life Sciences Companies is our Business

There is a big difference between using Salesforce as an activity-based record keeping system and maximizing Salesforce to achieve business outcomes. We do the later.

We are experts in life sciences CRM deployment. We apply Salesforce for life sciences best practices to increase lead acquisitions, grow the sales pipeline, improve sales win rates, deliver differentiated customer experiences, grow customer lifetime value and achieve the goals that drive company growth.

Johnny Grow Salesforce Signature Solutions

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Salesforce Fit Assessment

with gap analysis, measured fit, Total Cost of Ownership (TCO) and projected CRM ROI

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Fixed Fee Consulting Services

To make investments predictable and reduce the risk of cost overrun

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Salesforce CRM Strategy

To engineer CRM for the most important user, customer and business outcomes

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Implement Salesforce Best Practices

Apply evidence-based best practices to get more value from your CRM investment

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Salesforce Center of Excellence

Standup a CoE to scale CRM reach, value and impact throughout the company

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Salesforce for Innovation

Use Salesforce to improve products and services or innovate new solutions

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How To Get Started

Design Thinking Workshop
Design Thinking Workshop

Design Thinking Workshop

When it's time to implement or step up your Salesforce for life sciences, a one-day Design Thinking workshop can surface a prioritized list of the most important and highest impact user, customer and company outcomes.

These capabilities become the measurable success factors to demonstrate improved CRM value.

See how it works

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Visit the Life Sciences ERP, CRM and Technology Hub for more best practices and technology insights