Life sciences customer relationship management (CRM) is a set of technologies and systems purpose-built for pharmaceutical, biotechnology, medical device and diagnostics organizations to enable compliant engagement across the entire customer life cycle. The main function of CRM is to enable and support key business activities, including nurturing relationships, delivering educational and promotional content and influencing demand with healthcare providers (HCPs), key opinion leaders (KOLs), payers and other medical stakeholders. CRM supports industry-specific use cases, including salesforce automation, omnichannel marketing campaign orchestration, medical information and scientific exchange, KOL relationship development, market access and strategic value planning, promotional tactics execution and regulatory compliance tracking.
Digital asset management software includes capabilities for ingestion, storage, retrieval, collaboration and life cycle management of rich-media assets, including text, graphics, images, videos and audio.
Digital validation tools deliver life sciences manufacturers tools, services, expertise and applications to assure that documents, software, operations infrastructure and processes remain optimized and comply with the requirements set out for specified purposes of their intended use. Tools and services may support specific regulations or requirements, such as the U.S. FDA’s Title 21 Code of Federal Regulations (21 CFR) Part 11 and observed industry best practices (e.g., GxP, cGMP or GAMP). They help in identification, assessment and mitigation of risks associated with the validation process while also facilitating the creation, approval and storage of validation documents. These tools can easily scale with the growth of the organization, accommodating increased validation demands without a corresponding increase in manual effort.
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Gartner defines the market for quality management system (QMS) software as the business information management system that manages quality policies and standard operating procedures (SOPs). This may include, but is not limited to, customer requirements, quality documents, International Organization for Standardization (ISO) requirements, manufacturing capabilities, robust design, auditing procedures and protocols, nonconformance/risk management activities, testing criteria, and industry-specific regulations (for example, the U.S. Food and Drug Administration [FDA] or the Federal Acquisition Regulation [FAR] requirements).