The financial industry is a great role-model to Pharma - highly regulated, sensitive, and in deep need of customer understanding and knowledge.
This article by Kevin is about customer relationship management in the financial industry, compared with the pharmaceutical industry.
Many of the points raised are really great, and should guide us forward.
In reality though Pharma spends a fraction of what Financial institutions do on IT, and balk at these big numbers needed to do it propoerly.
Much of the "failure" of digital channels that I've seen across many Pharmacos can be attributed to a lack of true investment. Digital and multi-channel are costly, but the impact is worth it. The old model is broken, lets move forward.