Veeva Vault CRM is Veeva’s customer relationship management application for life sciences, built on the Vault Platform. It is the successor to Veeva CRM, the earlier product, and Veeva has been moving existing customers from one to the other. At its 2023 launch Veeva described Vault CRM as having the full functionality of Veeva CRM plus new applications, and said it reuses the same mobile and desktop applications so that end users need no retraining.[2] The licensing rules are different from those of other Vault applications in one main respect: users are licensed by country tier. Veeva states that product terms are governed by the written customer agreements, so Vault CRM Help describes the mechanics and the order form sets the quantities.[8]
Editions
Vault CRM Core and the suite
Vault CRM “requires a valid Vault CRM Core license to operate”.[1] Core is the foundational license that includes all standard Vault CRM features except the add-on applications. The standard items Veeva lists are Accounts, Call, CLM, Coaching Reports, Consent Capture, Inventory Monitoring, Key Account Management, MCCP, Medical Events, Medical Inquiry, Medical Insights, Opportunity Management, Order Management, Sampling, Service Center, Surveys, Territory Management and X-Pages.[1] Catalog rows: Vault CRM Core; Vault CRM requires a Core license.
Service Center is part of that list. When Veeva launched it in 2023 it said Service Center “is included in Vault CRM at no additional charge”, while CRM Bot “is a separately licensed product integrated with Vault CRM”.[2] The current licensing overview does not mention CRM Bot, and a later announcement describes CRM Bot as embedding the customer’s choice of large language model into Vault CRM, planned for availability in late 2025.[5] Whether CRM Bot is still licensed separately should therefore be confirmed from the order form. Catalog rows: Vault CRM Service Center; CRM Bot; Service Center included; CRM Bot separately licensed.
Add-on applications
The following add-on applications “require their own licenses”: Align, Approved Email, Campaign Manager, Engage, Events Management, Patient CRM and Send to Fax, and Send to Fax additionally requires an Approved Email license.[1] The Vault CRM Suite page also shows applications such as Territory Designer, Network MDM and Nitro in the suite, but the licensing overview does not classify those as add-ons.[6] Campaign Manager was announced as available in the Vault CRM Suite on 2024-12-10.[4] Catalog rows: Vault CRM add-on applications; Add-on applications need their own licenses; Send to Fax requires Approved Email.
Metrics
Country-tier user licenses
Vault CRM “uses a tiered, geography-based licensing model to manage user access”. Each Vault has one Full User who is the primary administrator, designated during initial setup, and every Vault requires at least one Full User assigned to the Vault Owner security profile.[1] Read-only and External licenses are not applicable to Vault CRM, in contrast with other Vault applications.[1]
Licenses are categorised by geographical region, with each user assigned to a tier that corresponds to the user’s primary work country, and a user’s license must meet or exceed the tier assigned to their country.[1] The mapping published in Vault CRM Help is as follows.
| Tier | Countries or regions |
|---|---|
| 1 | Australia, Canada, Japan, New Zealand, United States, Western Europe |
| 2 | China, Eastern Europe, Korea, Latin America, Middle East, Singapore |
| 3 | Africa, Association of Southeast Asian Nations, South Asia |
Veeva Product Operations provisions Tier 1, 2 and 3 licenses according to customer orders, and customers cannot modify license type information, although they can view the country-tier mappings in the tier_country_mapping__v object.[1] The overview does not say whether a higher-tier license may be assigned to a user in a lower-tier country, beyond requiring that the license meet or exceed the user’s country tier, nor does it publish price differences between tiers. Catalog rows: Vault CRM user license (country tier); Vault CRM licensing is tiered by geography; User license must meet or exceed the country tier; Read-only and External licenses do not apply to Vault CRM; Every CRM Vault needs a Vault Owner Full User; Customers cannot change license type information.
Add-on licenses are Vault-wide
When an add-on is purchased it is enabled in the customer’s Vault and is available to all users immediately. Add-on applications “are enabled for the entire Vault, without needing individual user licenses”.[1] In a user count this means add-ons do not appear as extra user-application pairs, even though Vault CRM is among the product families to which Vault application licensing applies.[7] The add-on’s own fee basis is not stated publicly. Catalog rows: Vault CRM add-on application license; Add-ons are enabled for the whole Vault.
Counting and floors
- Count users by country. An inventory of Vault CRM licenses needs each user’s primary work country, because the license tier is checked against it. A customer with users in Western Europe and in Eastern Europe has users in different tiers even in one Vault.
- Multiple Vaults. If a customer has several CRM Vaults, it specifies at the time of purchase how many users should be allocated to each Vault.[1] Reallocation after purchase is not described. Catalog row: Users are allocated across multiple CRM Vaults at purchase.
- Administrators. The Vault Owner Full User is required, and system accounts are not counted as licensed users under Vault Help.[7]
- No stated minimum. No minimum user count or commitment is published.
Virtualization and partitioning
Vault CRM is a hosted application, so no host or core rules apply. The partitioning unit is the Vault, and licenses are allocated by Vault. Add-ons are enabled per Vault, so an inventory should record the Vault in which each add-on is enabled.
Cloud and BYOL
Vault CRM is a Veeva-hosted service on the Vault Platform, and Veeva’s announcements say that Veeva CRM customers will migrate to it. The first migrations from Veeva CRM to Vault CRM were expected in 2025, with most companies migrating between 2026 and 2029 (2023 announcement).[2] On 2024-04-01 Veeva said that Vault CRM was “the go-forward solution for all new customers”, that migrations would begin in early 2025 with most beginning in 2026 and 2027, and that Veeva CRM might be sold to new customers in Asia and Latin America in specific circumstances until the end of that year.[3] By December 2024 Veeva reported more than 30 companies live on Vault CRM and a large global top 20 biopharma planning to migrate more than 15,000 users by the end of 2025.[4]
The sources used here do not describe how legacy Veeva CRM licenses are credited or ended during a migration. For a customer mid-migration, an inventory should record both products separately, and the terms of the written agreement govern. Catalog rows: Veeva CRM to Vault CRM migration; Veeva CRM migration timeline; Vault CRM is the go-forward solution for new customers; Veeva CRM exceptions for new customers.
Programs
- Veeva CRM to Vault CRM migration. The transition announced by Veeva, with timing statements from 2023 and 2024 as above.
- HCP Access. The HCP Access data product is available to Veeva CRM customers, licensed by region and delivered quarterly. It is described further in Veeva data products licensing.[9]
- Application licensing. Vault CRM is one of the families where Vault records a license value for each application a user can access; see Vault license types and application licensing.[7]
Out of scope
This article does not cover pricing, implementation or migration services, or the data licences needed for field reference data. It does not cover Veeva Network, except to note that the Vault CRM Suite page lists Network MDM among its applications.[6]