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Summary
Customer relationship management (CRM) seemed like a good idea at the time. In retrospect, the Pharmaceutical Industry, like other industries and institutions, took to CRM like an infatuated teenager, with growth rates in CRM implementations reaching 100% between 1997 and 2000. However, such growth was short-lived and the hype that once surrounded the CRM field began to dissipate by the growing reports of dissatisfaction from various sectors. Surveys reported increasing disillusionment with the adoption of CRM solutions.
Nevertheless, given the poor experience with CRM had by many previous adopters, read the important lessons that have been learnt.
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