Customer Relationship Management Architecture in the Pharmaceutical Industry
Journal
International Journal of Healthcare Technology and Management (IJHTM)
ISSN
1368-2156
ISSN-Digital
1741-5144
Type
journal article
Date Issued
2003-05-01
Author(s)
Research Team
C>K>P, IWI4
Abstract (De)
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.
Language
English
Keywords
Architektur
Customer Relationship Management
HSG Classification
not classified
Refereed
No
Publisher
Inderscience Enterprises
Publisher place
Genève
Volume
5
Number
3/4/5
Start page
296
End page
314
Pages
19
Subject(s)
Division(s)
Eprints ID
65826
File(s)![Thumbnail Image]()
open.access
Name
296-314.pdf
Size
1.09 MB
Format
Adobe PDF
Checksum (MD5)
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