Veeva’s 12 most commonly misunderstood CRM/ CLM terms

Demystifying pharma technology jargon

Have you ever found yourself scratching your head trying to understand some of the acronyms and peculiar techie words used in pharma? It can be difficult to stay up-to-date, with technology changing all the time. VAE this, sandbox that; what do they mean and why does no-one ever seem to explain them in simple terms?

For this reason, we have decided to step in and help. In our bitesize series, we’re going to provide you with some helpful tips to support you in navigating the changing landscape of pharma technology. Therefore, using our team of experts here at twentyeightb, we have created our top 12 Veeva terms. Our client services and consultancy teams hear a new buzzword every week, so we’re well placed to provide this ‘cheat sheet’ for you to easily access whenever you need.

For the purpose of creating this guide for you, we asked our team of experts to put forward the Veeva CLM/CRM terms that they frequently use and/or come across in the industry, and asked these questions:

  • What does this mean?
  • What does this stand for?
  • Can you explain it to me in simple terms?

Top 12 Veeva CLM/ CRM terms you may not know

1. Action button

The Action Button is in the top left hand corner of the Veeva CLM (three ellipses). This button allows the rep to:
– Exit the presentation
– Complete a survey
– Send an email
– Send a Medical Inquiry
– Order Products
– Take other customisable actions

This button cannot be disabled.

2. Binder

In Veeva Vault, ‘Binders’ are virtual containers used to organise and manage documents and content related to specific projects, studies, or processes. Think of them as digital folders where documents, files, and information are stored and organised in a structured manner. Users can create binders to categorise and manage content according to their workflow needs, making it easier to locate, access, and collaborate on documents within the Vault platform.

3. Call report

In Veeva, a ‘call report’ typically refers to a record or document that captures essential information about interactions between field sales teams and healthcare professionals (HCPs) or other key stakeholders.

4. Customer reaction buttons

In Veeva, ‘customer reaction buttons’ are interactive elements integrated into the customer-facing applications or interfaces used by sales representatives or other field personnel during interactions with HCPs or other customers. These buttons provide a quick and efficient way for representatives to capture and record the reactions or feedback of customers during meetings, presentations, or discussions.

5. History arrows

In Veeva applications like Veeva CRM or Veeva Vault, ‘history arrows’ typically refer to navigational elements or controls that allow users to traverse through their browsing history within the application. These arrows enable users to easily move backward or forward between previously viewed pages or records, similar to the functionality of browser navigation buttons.

6. Key message

In the context of Veeva, ‘key messages’ refers to the “slides” that make up a CLM presentation. This can be confusing when many in marketing use key messages to refer to the core claims that support the features and benefits of their brand.

7. Metadata

In the context of Veeva or any data management system, ‘metadata’ refers to the descriptive information or properties that provide context and structure to the stored data. It essentially describes the characteristics of the data, making it easier to understand, manage, and use effectively.

8. Production environment

In the context of Veeva, the ‘production environment’ refers to the live or operational system where Veeva applications and solutions are deployed and used for day-to-day business operations. It is the environment where real-time data processing, customer interactions, and other critical business activities take place.

9. Sandbox environment

In the context of Veeva or any software development and testing environment, a ‘sandbox environment’ refers to a controlled, separate instance of the software platform where developers, administrators, and users can safely experiment, test, and validate changes without impacting the live production environment. It serves as a replica of the production environment but is isolated and independent, allowing for risk-free testing and development activities.

10. Shared resource

In the context of Veeva, a ‘shared resource’ typically refers to a centralised asset or tool that is accessible and usable by multiple users or teams within an organisation. These shared resources are often managed and maintained within Veeva applications such as Veeva Vault or Veeva CRM, facilitating collaboration, efficiency, and consistency across the organisation.

11. Veeva Approved Email (VAE)

Veeva Approved Email is an email platform built into Veeva CRM that enables pharma sales teams to send tailored, approved content to HCPs, while remaining compliant. Available on online and mobile CRM platforms, it helps reps connect and facilitate personalised interactions with hard-to-reach customers.

Veeva Approved Emails utilise HTML, can be tailored for specific HCPs and are managed centrally through Veeva Vault to ensure compliance.

A VAE can also be known as an ‘RTE’ – Rep-Triggered Email.

12. Veeva Vault PromoMats (VVPM)

Often abbreviated to ‘VVPM’, Veeva Vault PromoMats is a component of the Veeva Vault platform specifically designed for managing promotional materials within the life sciences industry. VVPM enables organisations to create, review, approve, and distribute compliant promotional content across various channels.

Is all this endless jargon still not quite making sense? Why not check out our library of Veeva resources, or if you have a burning question then get in touch with our expert team.