Evaluating CRM Implementation in Healthcare Organization
This addresses the need for healthcare providers to manage patient relationships more effectively using modern technology, but it appears incremental as it builds on existing CRM strategies with Web 2.0 enhancements.
The paper tackles the problem of improving patient interactions and care in healthcare organizations by proposing a new CRM approach based on Web 2.0 technology, resulting in enhanced customer support, conflict avoidance, and better health promotion for patients.
Recently, many healthcare organizations are adopting CRM as a strategy, which involves using technology to organize, automate, and coordinate business processes, in managing interactions with their patients. CRM with the Web technology provides healthcare providers the ability to broaden their services beyond usual practices, and thus offers suitable environment using latest technology to achieve superb patient care. This paper discusses and demonstrates how a new approach in CRM based on Web 2.0 will help the healthcare providers improving their customer support, avoiding conflict, and promoting better health to patient. With this new approach patients will benefit from the customized personal service with full information access to perform self managed their own health. It also helps healthcare providers retaining the right customer. A conceptual framework of the new approach will be discussed.