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CRM Markets for the U.S. Pharmaceutical IndustryPublished by: Frost & Sullivan Published: Jul. 1, 2004 Table of Contents1. Introduction to CRM Markets for the U.S. Pharmaceutical Industry 1. Report Description and Segmentation 1. Title Slide 2. Disclaimer 3. Analyst Certification 4. Report Scope and Methodology 5. Market Segmentation 6. Definition of Segments 7. Table of Contents 2. Market Analysis 1. Drivers Creating the Market 2. Challenges to the Vendor Community and Strategies 3. Efficacy of Current CRM Programs in the U.S. 4. Rep Ratio per Physician 5. SFA Product Sales vs. Reps 6. The CRM "Information Framework" 7. New Business in 2004 8. The Modern Value Chain 9. Up and Coming CRM Sub-Markets 10. The Rise of Sample Management 11. Banging Heads: eDetail vs Field Force 12. eDetail: Growing Acceptance 13. Current Fragmentation of eDetail Market 14. Reps vs. Rx: The Declining Marginal Value 15. Growing and Stagnating Markets in CRM 16. Value Leakage: The Aggregation and Dissipation of Knowledge 17. Current "Product Based" Architecture 18. Ideal "Customer Based" Architecture 19. CRM: The Deployment Model Challenge 20. Buying Behaviors of CRM Clients 21. Demand for Various Deployment Technologies 2. Sales Force Automation Applications Market 1. Sales Force Automation Applications Market 1. SFA Market Size and Forecast 2. SFA Market Shares by Revenue 3. SFA Market Shares by New Licenses (2004) 4. SFA Market Shares by Total Licenses Under Contract 5. SFA: Customer Priorities Hierarchy 6. Where's the Business in SFA? 7. Competitive Profiles of Top Players 3. Marketing Applications Market 1. Marketing Applications Market 1. Marketing Applications- Market Size and Forecast 2. Marketing Applications- Market Shares by Revenue 3. Demand for Deployment Technologies 4. Analytics and Reporting Applications Market 1. Analytics and Reporting Applications Market 1. Analytics and Reporting Applications- Market Size and Forecast 2. Analytics and Reporting Applications- Market Shares by Revenue 3. SFA Analytics: Who Is Doing It? 4. SFA Analytics: Market Shares 5. Marketing Analytics: Who Is Doing It? 6. Marketing Analytics: Market Shares 7. Enterprise CRM Analytics 8. Independent Reporting Tools: The Big Squeeze 9. Challenges to Independent Analytics and Reporting Vendors 10. Competitive Profiles of Top Players 5. Call Center and Support Services Market 1. Call Center and Support Services Market 1. Call Center and Support Services- Market Size and Forecast 2. Call Center and Support Services- Market Shares by Revenue 3. Call Center Market Characteristics in 2004 4. Offshoring Trends for Call Centers in Pharma SFA 5. Customer Breakout in 2004 6. Frost & Sullivan Awards 1. Frost & Sullivan Awards 1. About the Frost & Sullivan Awards Program 2. 2004 Frost & Sullivan Award for Excellence in Technology 3. 2004 Frost & Sullivan Award for Competitive Strategy Leadership 4. 2004 Frost & Sullivan Award for Technology Innovation 7. Frost & Sullivan's Growth Consulting Services 1. About Frost & Sullivan's Service Offerings 1. Frost & Sullivan's Capabilities 2. Unique Responsiveness 3. Partial Client List 4. Growth Consulting Process 5. Growth Partnership Services AbstractOverbuying Necessitates Exploration of Newer Avenues for Expanding the SFA MarketThe high saturation levels and the consequent decline in demand are compelling vendors in the sales force automation (SFA) market to upgrade their product base. Integration with enterprise resource planning (ERP) software and enterprise analytics is likely to enable vendors to pursue newer avenues. Contending with an oversell of almost 5 percent, vendors have been finding the lack of unclaimed market opportunity rather intimidating. Even top vendors have had to resort to price-cutting measures to gain newer clients and expand sales. While this is likely to prove detrimental to the market in the long run by eroding the return on investment (ROI) from R&D, the absence of other viable alternatives is likely to contribute to the popularization of this trend. This research evaluates the current and future prospects of the customer resource management (CRM) market for the U.S. pharmaceutical industry in three main segments: SFA applications, CRM BI/analytics tools, and CRM specific services. It reviews the potential for new technologies that are likely to enter the market and evaluates the competitive profiles of leading participants. Additionally, it assesses the principal drivers and restraints influencing the industry, thereby enabling companies to formulate their sales strategies. Enterprise Analytics Offers Unprecedented Opportunities for Customer Resource Management (CRM) Enterprise analytics are likely to enable CRM vendors to leverage their success in enterprise logistics software for the pharmaceuticals market. Not only is it cheaper, but it also enables better organization and security of data. "As the industry attains critical mass enabled by enterprise ERP and logistics systems installations, vendors are beginning to view enterprise analytics as the ‘intelligence’ arm of CRM," notes the analyst. Since enterprise analytics gives a 360-degree view of product and brand sales patterns, it ensures that vendors are able to derive the maximum benefit from any CRM system. Call Center Markets Likely to Lead CRM Industry Outsourced call center and support services are estimated to account for almost 60 percent of the market share. Further, with this sector expected to continue as the mainstay of SFA support until 2007, vendors are trying to increase their investments in the area. "The fall in application and hardware prices is likely to make long-term support services the highest margin ‘premium’ business segment in the CRM market," says the analyst. "Moreover, it is also expected to open up larger opportunities for up-selling and cross-selling."
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