Customer relationship management in the contract pharmaceutical industry: an exploratory study for measuring success.
Managing customer relationships is a very important issue in business-to-business markets. This research investigates the growing number of available resources defining Customer Relationship Management (CRM) efforts, and how they are being applied within the Contract Pharmaceutical Manufacturing industry. Exploratory study results using face-to-face and telephone questionnaires based on four criteria for rating a company's CRM efforts are presented. Data was collected from large Contract Pharmaceutical Manufacturing companies in the US market. The results and conclusions are discussed relating how the Contract Pharmaceutical Manufacturing industry is implementing CRM including some potential steps to take when considering a CRM initiative.
3121 Harold Bate Building, Department of Marketing and Supply Chain Management, College of Business, East Carolina University, Greenville, NC 27858, USA. krosj@ecu.edu
John F
JF
Kros
Scott
S
Nadler
Justin
J
Molis
D003258:Consumer Behavior; D003284:Contract Services; D004345:Drug Industry / Q000458:organization & administration*; D006801:Humans; D020407:Internet; D009936:Organizational Innovation; D036301:Qualitative Research