Customer Relationship Management and Business Outcomes

Abstract

Pharmaceutical companies use different strategies for business development. Role and importance of each strategy vary according to the purpose. Present paper deals with the opinion of medical representatives about impact of Customer Relationship Management (CRM) parameters on business outcomes. Researcher used 46 parameter and collected data on five point scale. After the factor analysis it has been analyzed that there are twelve component groups. The twelve components groups are labeled as ‘Logical Efforts’, ‘Upgraded Technology’, ‘Not Making Money’, ‘Profitable Trade’, ‘Association Follow-up’, ‘Prediction’, ‘Incessantly Track’, ‘Diverse Treatment’, ‘Motionless Stakeholder’, ‘Number Get In Touch With’, ‘Endorsement’. Each group extracted similar type of parameters. This factor analysis will help to develop CRM strategy.