The life science industry’s focus on driving improved customer experiences has steadily grown. Investments to improve customer experiences rank among the top priorities of life sciences enterprises. These enterprises must align customer engagement strategies with the preferences of all target customers to foster improved experiences. Before the pandemic, traditional methods dominated Healthcare Provider (HCP) engagement, but the pandemic accelerated digital channels’ role. Post-pandemic, the importance of digital channels persists alongside traditional approaches, as HCPs now prefer digital channels for specific activities, demanding a balanced engagement model. This evolution presents an opportunity for accessible and flexible engagement, requiring efficient resource allocation.

HCM optimizes resource allocation, improves insights, and elevates customer lifetime value by delivering tailored messages through suitable channels at optimal times. Addressing existing gaps in CRM technology stacks is vital for successful HCM adoption, as life sciences enterprises prioritize customer-centric approaches. This shift underscores HCM’s rapid adoption and its potential to enhance customer engagement in the life sciences sector.

This report examines the rise of HCM in commercial HCP engagement, provides insights into associated challenges and benefits, explore the key tenets of HCM, discuss the significance of functionality enablers for HCM, and analyze the implications for commercial technology providers.

Scope

• Industry: life sciences
• Geography: global

Contents

In this report, we examine:

• The rise of HCM
• Drivers, challenges, and benefits of HCM adoption
• Key tenets of HCM
• Key implications for commercial technology providers

Membership(s)

Life Sciences Information Technology

Outsourcing Excellence