King crm book
In this study, we embrace a balanced perspective, and define CRM in the healthcare environment as a managerial approach and healthcare information technology (HIT) application that supports the concept of patient-centric care. From a healthcare perspective, Benz and Paddison defined CRM as ‘an approach to learn about patients in order to communicate appropriately, and to build good relationships in order to deliver timely information, with the patient's results tracked to make necessary adjustments’. Ĭustomer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions. Healthcare providers now see the patient more clearly as the end consumer of medical services thus, as in any kind of business, the concept of patient satisfaction and loyalty has become healthcare organisations’ foremost concern. Many studies have found that the more patients are involved in their own health, the better outcomes in terms of quality, cost, and performance. Consumer e-health, patient engagement, and patient-centric care also play significant roles in delivering high quality medical services and meeting patient needs. Many studies suggest that the effectiveness of implementing HIT will determine the success and survival of the healthcare industry. The benefits of HIT include: improved medical services and workflows, providing decision-making support and clinical information for medical professionals, expanding the quality, safety, and effectiveness of patient care, preventing medical errors and reducing expenses, admissions, and paperwork, ,, ,,. Health information technology (HIT, also known as e-health or medical informatics ), is viewed as a significant tool to achieve cost savings, efficiency, quality, and safety. Issues such as the growing number of chronic illnesses and the ageing population higher patient demand and expectations and the lack of qualified medical professionals, have complicated healthcare organisations’ ability to fulfil their missions. Healthcare organisations face substantial pressure to maintain high quality medical care while simultaneously increasing safety and reduce costs. Future research should focus on exploring: (i) other potential factors, such as patient characteristics, culture (of both the patient and hospital), knowledge management, trust, security, and privacy for implementing and adopting CRMS and (ii) other CRM categories, such as mobile CRM (mCRM) and data mining CRM. Our results revealed that substantial gaps exist in the knowledge of using CRM in the healthcare environment. This is the first systematic review to comprehensively synthesise and summarise empirical evidence from disparate CRM research data (quantitative, qualitative, and mixed) in the healthcare environment. Analysis and evaluation of 19 carefully selected studies revealed three main research categories: (i) social CRM ‘eCRM’ (ii) implementing CRMS and (iii) adopting CRMS with positive outcomes for CRM both in terms of patients relationship/communication with hospital, satisfaction, medical treatment/outcomes and empowerment and hospitals medical operation, productivity, cost, performance, efficiency and service quality. Various databases were used to conduct a comprehensive search of studies that examine CRM in the healthcare environment (including hospitals, clinics, medical centres, and nursing homes). This systematic review aims to categorise, summarise, synthesise, and appraise the research on CRM in the healthcare environment, considering the absence of coherent and comprehensive scholarship of disparate data on CRM. Numerous researches on CRM have made significant progress in several areas such as telecommunications, banking, and manufacturing, but research specific to the healthcare environment is very limited. Customer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions with stakeholders.