November 1, 2024
MERGE takes a look at how life science brands can overhaul customer experiences by integrating omnichannel strategies into brand planning, and by understanding the pivotal role that CRM and strategic content have in personalizing interactions and driving deeper engagement
Brandon Comstock | VP, Group Experience Leader
During annual brand planning, it’s natural to think about strategic imperatives and critical success factors, which typically involve phrases such as “strengthen the perception of brand with HCPs/patients.” But how do you actually do that? To truly deliver, life science brands must evolve beyond the traditional list of tactics to address patients and HCPs where they are at every step of the journey. While there are numerous messaging opportunities, two key levers often get overlooked that can add effectiveness and efficiency to your messaging.
By combining strategic content and CRM, brands will not only reach patients and HCPs at the moments that matter, but capture data along the way.
The Power of a Holistic Data Strategy
A holistic view of data across all touchpoints is also indispensable. Many organizations tend to evaluate performance metrics in silos, such as site traffic or email engagement. However, integrating these data streams offers a panoramic view of customer interactions, revealing insights that drive informed decision-making. A comprehensive data strategy helps identify not only where improvements are needed but also where opportunities for innovation exist.
Content as the Connective Tissue for CRM-Driven Personalization
While a robust CRM system provides the foundation for capturing data and optimizing customer interactions, personalized journeys take off when the right content enters the picture. A CRM can store data, map touchpoints, and automate processes, but without content to drive interaction and create meaningful engagements, the CRM cannot fulfill its full potential. Content is the connective tissue that activates these data, turning insights into actions that create ongoing, personalized experiences.
The Dual Role of Content in Customer Journeys
Content plays a pivotal role in creating value for users and delivering insights for brands. Whether it's helping a healthcare professional explore new treatments or guiding a patient through insurance options, content moves users toward their goals. Every piece of content should inform, guide, and inspire, empowering users to make decisions and take action.
At the same time, content generates valuable signals for brands. Every interaction—a click, download, or video view—sends data back to the CRM. These signals ought to fuel a next best action (NBA), helping the brand engage users in a more relevant and timely way. For instance, if a healthcare professional reads an article on treatment options, the CRM can trigger a follow-up email with related content, deepening engagement and moving the user forward in their journey.
Moreover, these signals offer essential feedback for brands. By analyzing content performance—e.g., tracking high engagement or drop-off points—brands can continually refine their messaging and strategies. This ongoing iteration ensures that content not only meets immediate needs but also contributes to long-term improvement in personalized engagement.
The CRM and Content Feedback Loop: Driving Continuous Improvement
The relationship between CRM and content creates a self-sustaining feedback loop. As the CRM captures signals from content interactions, it informs both short-term actions and long-term content strategies. Every interaction sheds light on customer preferences, allowing brands to refine their personalization in real time.
This seamless cycle of personalization and optimization helps organizations remain agile, evolving their approach as they learn more from each customer interaction. As the CRM becomes more informed, content becomes more precise—ensuring that each touchpoint delivers greater relevance and value than the last.
Uniting CRM and Content for Superior Customer Engagement
In today’s competitive and fragmented landscape, the combination of CRM and content is essential for delivering superior customer experiences. While the CRM captures data and automates interactions, it’s content that brings these data to life—engaging users, generating meaningful signals, and driving personalized next steps. By recognizing content as a dynamic asset and integrating it into CRM strategies, organizations can create highly personalized experiences that build trust, foster lasting loyalty, and drive meaningful engagement and sustained growth.
