Despite the profit potential, selling in the pharmaceutical, biotech, or medical device industries isn’t easy. Start-ups must hit the ground running, and established players retool their practices and technology to match.

Proposed legislation would profoundly alter the industry’s ability to segment and target physicians.

Succeeding at customer service measurement requires establishing clear metrics to measure against various benchmarks. Measurement ensures that organizations treat customers with respect. Anticipating the problems they will encounter also enables customer service operations that don’t always have to put out fires. Instead, they can be used to proactively increase customer satisfaction, and that makes everyone happy.

Listen to your users, start projects small, add value over time, and always have executive support. Salesforce.com user Integra LifeSciences details best practices for adopting CRM.

What keeps pharmaceutical executives awake at night, and how can CRM help?

How did Genzyme Biosurgery successfully roll out Salesforce.com, meet its business requirements, and foster high levels of user adoption? In a word, by planning.