Cegedim Relationship Management Key Perspectives on Customer Databases November 2013
Introduction • 2013 Survey Results • Executive Summary • Recommended Readings • Contacts
Key Perspectives on Customer Databases INTRODUCTION
Cegedim • Our Vision “Guide clients through the continuous transformation of the Life Sciences industry” • Our Mission • “Provide innovation in the sales, marketing & medical processes for Life Sciences with state-of-the-art technology, comprehensive value added data & industry leading services”
Cegedim 43 years experience improving sales & marketing 8.100 employees worldwide 59% Outside France • €922million revenue in 2012 • Listed on NYSE Euronext Paris • 1,1% Increase vs. 2011 86 countries supporting customers Relationship Management for Life Sciences Software & Services for Healthcare Professionals Solutions & Services for Healthcare Insurers
Cegedim Relationship Management 13.7M HCPs in 73 Countries 50K+ Tablet and smartphone users KNOW PERFORM PROMOTE 5M+ Prescriptions filled thru Co-Pay 20M Aggregate spend transactions Globally 20K+ Analytics users 1.5M Calls Supporting Commercial Teams COMPLY EVALUATE SUPPORT
Key Perspectives on Customer Databases SURVEY RESULTS
Results from an Industry Survey 2011 2013
Data Usages 2011 Targeting strategy Territory management Customer knowledge for Sales force effectiveness 2013 Targeting strategy Territory management Customer knowledge for Sales force effectiveness
Data Usages • What for?
Data Values Main Attributes 2011 2013 Accuracy Freshness Coverage Completeness 96% Accuracy Flexibility Freshness Coverage Completeness 82% 88% 81% 65% 67% 64% 58% 45%
Data Values • How to guarantee Accuracy? • Processes listed as best practices for validation
Data Quality • What’s the impact? What’s the impact of HIGH data Quality?
Data Quality What’s the impact of POOR data Quality?
Data Management • Inhouse or Outsourced ? 2011 2013 Inhouse Outsourced Outsourced + 4 pts 53% 47% Inhouse
Data Management Key challenges 2011 2013 Matching all sources Establishing a unique ID/consoling Data Matching all sources Establishing a unique ID/consolidating Data Verifying Data
Data Expectations • What to expect from an Outsourced Database?
Data Investments • Top 3 priorities 2011 2013 Customer Master Compliance tools Inhouse Data management OutsourcedDataBase Compliance tools Customer Master
Data Investments • Major trends 68 % 66 % 65 % 59 %
Key Perspectives on Customer Databases Executivesummary
2013 Survey key findings • Values: Accurate data • Validation: Phone verified by data experts • 53% of the Surveyed participants already uses Outsourced database services • Challenges: Matching all data and Consolidating a comprehensive view of customers along with verifying data. • Expectations from an outsourced database: Access full panel of HCPs and Better Data quality through Professional data experts services • Perspectives: Companies are coming to an understanding that data is becoming too problematic to collect and maintain internally. • Investments: 68% of respondents plan on outsourcing this non-essential function and drive new advantages from next generation solutions.
Cegedim Industry Survey 2013 EU State of Customer Data 82% of survey respondents value accuracy as the most important criteria in selecting a data vendor. Targeting Segmenting 63% consider phone verification by data experts as the most reliable method to validate customer data. Low Data Quality impacts All levels ! High Quality data enhance Sales &Marketing Perfomance Key Challenges of managing data internally: Companies are coming to understanding that it is becoming too problematic to collect and maintain data internally 68% of Life Sciences Executives Plan to Invest in Outsourced Databases Priority • Matching all sources • Establishing a unique ID for each HCP
OneKey Uniqueness Only OneKey provides Quality data mined by bothTechnologyand Research Associates worldwide.
Key Perspectives on Customer Databases Recommandedreadings
RecommandedReadings • Multichannel: Insights for Measuring Effectiveness October 2013 http://www.cegedimrm.com/Docs_Whitepaper/CRM/Multi-channel-Engagement-Strategy-2013.pdf • 2013 US Trends in Aggregate Spend and Disclosure Reporting March 2013 http://www.cegedimrm.com/Docs_Whitepaper/Compliance/US-Trends-AggregateSpend-DisclosureReporting.pdf • 2012 US Pharma Insights November 2012 http://www.cegedimrm.com/Docs_Whitepaper/Industry/2012_US_Pharma_Insights_Report.pdf • Emerging Markets Today and Tomorrow: Insights on Healthcare, Pharmaceuticals and Future Trends in the BRIC Landscape April 2012 http://www.cegedimrm.com/Docs_Whitepaper/Industry/Emerging-Markets-Whitepaper-2012.pdf • 2011 European Industry Survey on the Current State of Customer Data June 2011 http://www.cegedimrm.com/Docs_Whitepaper/Data/EU_Cust_Data_Mgmt_Survey_Rpt_June_2011.pdf
Contacts • Authors: Esther van Hulten Senior Vice President, OneKey Customer Insights Division Cegedim Relationship Management firstname.lastname@example.org Morgane Lepee Marketing Director, Global OneKey Customer Insights Solutions Cegedim Relationship Management email@example.com