【正文】 rience?Adopt balanced performance employee measurement system?Establish role of Chief Customer Officer?Engage in full customer collaborationSuccessful CRM implementation requires a structured approach and sustained effort謝 謝二月 2110:53:3010:5310:53二月 21二月 2110:53 10:5310:53:30二月 21二月2110:53:302023/2/17 10:53:30? 靜夜四無 鄰 ，荒居舊 業(yè)貧 。 17 二月 202310:53:30 上午 10:53:30二月 21? 1楚塞三湘接， 荊門 九派通。 二月 2110:53 上午 二月 2110:53February 17, 2023? 1 業(yè) 余生活要有意 義 ，不要越 軌 。 10:53:3010:53:3010:532/17/2023 10:53:30 AM? 1成功就是日復(fù)一日那一點點小小努力的 積 累。 2023 , 22 2023 2 Eye for Pharma Workshop PanelsCap Gemini Ernst Young ? Proprietary and Confidential a 3 Eye for Pharma Workshop PanelsCap Gemini Ernst Young ? Proprietary and Confidential ? Major investment in enabling technologies“Roche Pharmaceuticals (Italy) is deploying Siebel ePharma among its 700 medical reps and support staff. The goal is to develop a single prehensive understanding of its customer base by enabling these professionals to pile and share customer information.” Case Study 2023 “We cannot continue to grow as we have in the past by relying on science alone…we are expanding our salesforce by 30% over the next 18 months”.R Gilmartin, CEO Merck Dec 2023? Dramatic salesforce recruitment“In 2023, the global marketing budget of Claritin exceeded that of Cocacola”.The Economist, April 2023? Massive marketing expenditureLast month, GSK conducted its biggestever US launch with Advair, a new asthma medicine. The launch involved 2,300 sales reps contacting 70,000 doctors who write 80% of asthma prescriptions in the first week, backed by a massive television advertising campaign. April 2023? High impact product launches Traditional detailing is still important but will need augmenting. Lilly has been running a number of pilot schemes…one for remote edetailing involves thousands of doctors in the US and Scandinavia.” Newt Crenshaw, eLilly, FT April 2023? Innovations in eBusiness 4 Eye for Pharma Workshop PanelsCap Gemini Ernst Young ? Proprietary and Confidential , ? 2023 ? 5 Eye for Pharma Workshop PanelsCap Gemini Ernst Young ? Proprietary and Confidential’s 2023 2023 6 Eye for Pharma Workshop PanelsCap Gemini Ernst Young ? Proprietary and Confidential ‘’ Workshop Input Synthesis Workshop OutputMegatrendsUncertaintiesActionsImplications for StrategyObservable Changes?Industry trends?Economic trends?Polit