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A shot of CRM could help healthcare

by Scott Wallask

May 4, 2010

By Scott Wallask, Insider Learning Network

In my recent past life I blogged about healthcare management, and it was surprising at times to learn that some in the medical field didn’t consider how their day-to-day jobs affected patients – in other words, the customers.

Generally, hospitals are good at looking at the bottom line financially, but some medical facilities aren’t as agile at gauging customer satisfaction and whether they optimized their patient interactions.

The tug-of-war over healthcare reform centered on the process of providing medical coverage to more people. It remains to be seen, however, whether the customer experience of healthcare will improve. It’s not hard to see the struggles that patient/customers currently have with their one-on-one dealings with hospitals and clinics.

There’s no doubt some medical centers stay ahead of the customer curve, particularly those that view medical stays as akin to hotel visits. But it seems like healthcare at large could use a dose of the CRM strategy.

Do you feel your company is ahead of the local hospital when it comes to managing customer relationships? There might be great irony in your answer if your company’s efforts to enhance customer interactions prove more effective than similar endeavors from hospitals in charge of monitoring our personal health.

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