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Reimagine clinical development by intelligently connecting data, technology, and analytics to optimize your trials. The result? Faster decision making and reduced risk so you can deliver life-changing therapies faster.

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Orchestrate your success across the complete compliance lifecycle with best-in-class services and solutions for safety, regulatory, quality and medical information.

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"Global Trends in R&D 2023

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"DCTs Deliver Big ROI

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"Capturing value at scale: The $4 billion RWE imperative

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IQVIA Decentralized Trials deliver purpose-built clinical services and technologies that engage the right patients wherever they are. Our hybrid and fully virtual solutions have been used more than any others.

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Blog
Understanding Implications to Your CRM Environment
Mar 27, 2023
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  • Understanding Implications to Your CRM Environment

Many life sciences organizations are undergoing a multiyear journey to transform their customer engagement ecosystems and enable digital-first, content-rich experiences. According to a Gartner® report, “Take a structured approach to navigate and lead your organization’s CRM transition, while minimizing impacts to your customer engagement strategy. Use the framework below to assess your current state and establish a go-forward approach:

To assess your current state and establish a go-forward approach, the framework includes these recommendations:

  • Compile an inventory of custom applications, data objects, validation rules and integrations across your CRM deployment.
  • Analyze your development and support capabilities. This includes your own internal Salesforce centers of excellence, as well as that of your partners.
  • Prepare a strategic roadmap that holistically addresses your customer engagement business requirements, including the impacts of the CRM migration to the timeline.
  • Establish a governance committee that includes your executive peers from sales, marketing, medical and market access to streamline internal decisions, develop communications on your go-forward strategy, and ensure a unified voice to vendors and partners.”

According to the Gartner report “Recognize that CRM migration requires time, effort and resources to coordinate across multiple functions, processes and operational teams. Use this opportunity to establish and harmonize your vendor evaluation criteria, with the biggest question being whether your organization prefers an open, extensible platform or a single vendor’s end-to-end solution. Other vendor evaluation criteria to consider include ecosystem interoperability, solution capability, partnership strategy, geographic strategy, market understanding, product strategy, pricing model, market responsiveness, and track record and overall viability.”

Gartner named IQVIA as a representative life science vendor in the 2023 Gartner Quick Answer: How Life Science CIOs Should Assess Impacts From the Veeva-Salesforce Breakup report.

IQVIA’s Orchestrated Customer Engagement (OCE), built on Salesforce, enables more personalized, compliant interactions between life science companies and HCPs by leveraging embedded intelligence to drive actionable insights that improve customer engagement across all channels and provide support across the entire commercialization journey.

Powered by IQVIA Connected Intelligence™, OCE brings together unmatched HCP and clinical data, advanced analytics, and AI/ML algorithms to provide an ecosystem where there is full visibility of all customer interactions across the organization in real time– improving collaboration, agility, and ability to deliver the right information, in the right channel, at the right time, to the right customer. Want to know more? Please reach out to us today.


Gartner, Quick Answer: How Life Science CIOs Should Assess Impacts From the Veeva-Salesforce Breakup, Animesh Gandhi, 1 February 2023. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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