A plethora of studies suggest that an astonishing 50 – 75% of all CRM implementations fail in some form. So we started our KOL CRM development programme with the assumption “why should ours be any different?” Our two-year case study highlights the many challenges we (vendor & our clients) encountered in the medical affairs context, our many failings, and the innovations we built to overcome them. We’ll also present a simple framework for Medical Affairs to help maximise the success of CRM implementations to boost external expert management.
Sanjay Singhvi
Director, System Analytic, UK