Customer Relationship Management Architecture in the Pharmaceutical Industry

Item Type Journal paper
Abstract

The pharmaceutical industry is undergoing a fundamental transformation. Institutional regulations that have been in place for decades are being removed and competitive pressures on various levels force pharmaceutical companies to adopt customer-oriented strategies. Information technology is an important enabler to improve the interaction with key customer segments, such as physicians, and patients. This research presents a framework that has been elaborated in cooperation with nine companies and applied at a major pharmaceutical company for the development of process portals. These portals include services that support the processes of specific customer segments from internal and external sources. The architecture shows the implications of process portals on a strategic, a process and a systems level.

Authors Alt, Rainer; Österle, Hubert; Puschmann, Thomas; Barak, Vladimir & Huber, Thomas
Research Team C>K>P, IWI4
Journal or Publication Title International Journal of Healthcare Technology and Management (IJHTM)
Language English
Keywords Architektur, Customer Relationship Management
Subjects information management
HSG Classification not classified
Refereed No
Date 1 May 2003
Publisher Inderscience Enterprises
Place of Publication Genève
Volume 5
Number 3/4/5
Page Range 296-314
Number of Pages 19
ISSN 1368-2156
ISSN-Digital 1741-5144
Publisher DOI 10.1504/IJHTM.2003.004171
Depositing User PD Dr. Rainer Alt
Date Deposited 15 Jul 2005 12:03
Last Modified 23 Aug 2016 11:08
URI: https://www.alexandria.unisg.ch/publications/65826

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Citation

Alt, Rainer; Österle, Hubert; Puschmann, Thomas; Barak, Vladimir & Huber, Thomas (2003) Customer Relationship Management Architecture in the Pharmaceutical Industry. International Journal of Healthcare Technology and Management (IJHTM), 5 (3/4/5). 296-314. ISSN 1368-2156

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https://www.alexandria.unisg.ch/id/eprint/65826
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