How to Implement a Life Sciences CRM System

Customer Relationship Management systems, or CRMs, can be a powerful tool for any life-sciences company. However, setting up a new CRM and training your employees in its use can be an enormous challenge. You can minimize the disruption to your company and maximize the new system’s usefulness by using the following strategy.

  • Choose the right CRM — there are countless CRM systems available today, some of which are quite suitable to life sciences companies and others which are next to useless. Before you even look at any specific CRM platforms, sit down with your sales management team and discuss just what you want to accomplish with the new system. By bringing sales on board at the earliest part of the process, you’ll help them feel invested in the new system and reduce their resistance to its implementation. And their feedback can be invaluable in choosing the right system. When you know what you want to accomplish with it, you’ll have a much easier time selecting just the right CRM platform for your company.
  • Have a training plan — CRM systems can be quite complex, and it’s crucial to give your team plenty of time to master at least the basic features before they’re expected to use the system live. As your employees go through the training process, encourage them to submit feedback about what they like and don’t like about the system and use this information for future updates to the CRM platform.
  • Integrate the CRM with existing IT infrastructure — most life-sciences companies have an existing IT infrastructure that was developed by internal IT staff. These systems can be extremely complex and are likely unique, which can make integrating something as complicated as a new CRM quite the challenge. Getting your internal IT staff involved as early as possible in the selection and implementation process can cut down on problems down the line. It’s also important to make sure you allow plenty of time for a thorough implementation and testing process before you unleash your new CRM.

While implementing a CRM system can be both time-consuming and costly, the right system can pay for itself quickly by greatly enhancing your customer management process and, in turn, help you make better, more informed decisions while developing marketing strategies.

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