Healthy Skepticism Library item: 12597

Warning: This library includes all items relevant to health product marketing that we are aware of regardless of quality. Often we do not agree with all or part of the contents.

Publication type: Journal Article

Kros JF, Nadler S, Molis J.
Customer relationship management in the contract pharmaceutical industry: an exploratory study for measuring success.
Int J Electron Healthc 2007; 3:(3):353-66
http://www.ncbi.nlm.nih.gov/pubmed/18048307?dopt=Abstract

Abstract:

Managing customer relationships is a very important issue in business-to-business markets. This research investigates the growing number of available resources defining Customer Relationship Management (CRM) efforts, and how they are being applied within the Contract Pharmaceutical Manufacturing industry. Exploratory study results using face-to-face and telephone questionnaires based on four criteria for rating a company’s CRM efforts are presented. Data was collected from large Contract Pharmaceutical Manufacturing companies in the US market. The results and conclusions are discussed relating how the Contract Pharmaceutical Manufacturing industry is implementing CRM including some potential steps to take when considering a CRM initiative.

Keywords:
Consumer Satisfaction* Contract Services* Drug Industry/organization & administration* Humans Internet Organizational Innovation Qualitative Research