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Glossary of omnichannel acronyms in the pharmaceutical industry

Learn the most commonly used terms in the digital area of the pharmaceutical sector.

Omnichannel in pharmaceuticals is not just about “using many channels.” It’s a different way of thinking about, planning, and executing how we interact with healthcare professionals, organizations, and patients.


And as is often the case in this sector… it comes with many acronyms.

This page was created as a practical dictionary of the most common acronyms in omnichannel pharmaceutical environments (such as those of companies like UCB), explained in blocks so that you can consult them quickly and meaningfully.

1. Omnichannel, strategy and experience

Before discussing emails, visits, or tools, omnichannel begins with the strategy and experience we want to design. These acronyms often appear in strategic presentations, annual plans, and internal training materials.

Acronimo
Descripción
Qué representa
OKR
Objectives & Key Results
Metodología de objetivos
KPI
Key Performance Indicator
Indicadores de rendimiento
CSF
Critical Success Factors
Factores clave de éxito
EX
Employee Experience
Experiencia del empleado
UX
User Experience
Experiencia de uso en canales digitales
CX
Customer Experience
Experiencia del cliente
OCCP / OCM Plan
Omnichannel Customer Plan
Plan individual por cliente
OCE
Omnichannel Excellence
Madurez y calidad en la ejecución omnicanal
OCX
Omnichannel Experience
Experiencia global del cliente en todos los puntos de contacto
OCM
Omnichannel Marketing
Enfoque integrado de canales y mensajes

2. Clients, targets and segmentation

Omnichannel is built around the customer, not the channel.
That's why this section is key: here we define who we are talking to, with what priority and with what approach.

Acrónimo
Significado
Uso habitual
HCP
Health Care Professional
Profesional sanitario
HCPP
Health Care Professional Partner
Concepto ampliado de HCP
HCO
Health Care Organization
Organización sanitaria
KOL
Key Opinion Leader
Líder de opinión
DTL
Digital Thought Leader
Influencer sanitario digital
PT
Patient
Paciente
SEG
Segment
Segmentación
POT
Potential
Potencial del cliente
WIN
Winability
Probabilidad de impacto
TGT
Target
Objetivo prioritario

3. Omnichannel channels and activation

This is where strategy becomes real action.
These are the acronyms that the Field, Marketing and Digital teams hear most often on a daily basis.

Acrónimo
Significado
Canal o acción
CLM
Closed Loop Marketing
Integración visita–contenido–feedback
CE
Custom Email
Email personalizado
ME / JE
Mass Email / Journey Email
Email masivo
MA
Marketing Automation
Automatización de campañas
DA
Digital Assistant
Asistente digital para el Field
HCP Portal
Portal para HCPs
Hub de contenidos
eDetailing
Detalle digital
Presentación digital
Remote Detailing
Visita remota
Interacción a distancia
iRep
iPad Rep
Entorno digital de visita

4. Content, creativity and narrative

Omnichannel doesn't work without relevant content, adapted to the channel and the moment.
These acronyms often appear in Marketing, Medical, and with agencies.

Acrónimo
Significado
Aplicación
MOA
Mechanism of Action
Mecanismo de acción
RWE
Real World Evidence
Evidencia en vida real
LBE
Live Brand Experience
Experiencia de marca en vivo
SEO
Search Engine Optimization
Optimización para buscadores
SEM
Search Engine Marketing
Publicidad en buscadores
CTA
Call To Action
Llamada a la acción
A/B Test
Test comparativo
Optimización de contenidos
DAM
Digital Asset Management
Gestión de materiales

5. Data, analytics and performance

Accurate measurement is not optional. Omnichannel is based on data , not feelings.


This block connects Marketing, Digital, BI and decision making.

Acrónimo
Significado
Para qué sirve
Dashboard
Cuadro de mando
Visualización de KPIs
Engagement
Interacción
Calidad del contacto
CRM
Customer Relationship Management
Gestión del cliente
CDP
Customer Data Platform
Unificación de datos
BI
Business Intelligence
Análisis y reporting
OR
Open Rate
Apertura de emails
CTR
Click Through Rate
Ratio de clics
CR
Conversion Rate
Conversión
Reach
Alcance
Impacto total

6. Compliance, legal and regulatory

The least sexy part… but the most critical.
In pharmaceuticals, there is no omnichannel without compliance.

Acrónimo
Significado
Contexto
MLR
Medical, Legal & Regulatory
Revisión de materiales
PV
Pharmacovigilance
Seguridad del paciente
AE
Adverse Event
Evento adverso
SOP
Standard Operating Procedure
Procedimientos internos
GDPR
General Data Protection Regulation
Protección de datos
Consent
Consentimiento
Permisos de contacto
Source Clear
Herramienta de compliance
Validación de contenidos

7. Organization, roles and internal operation

Omnichannel is not a project, it is an organizational capability.
These terms appear when talking about teams, roles, and execution.

Acrónimo
Significado
Rol
IFT
In-Field Team
Equipo de campo
MSL
Medical Science Liaison
Enlace científico
Brand Team
Equipo de marca
Estrategia y contenido
Ecosystem Team
Equipo transversal
Digital, Solutions, Data
Vendor
Proveedor externo
Agencias y partners
Governance
Modelo de gobierno
Toma de decisiones
Capability
Capacidades
Skills y mindset
EE
Excellence in Execution
Calidad de ejecución
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