The healthcare sector in India has made little investment on database
and on enterprise management software. While the sector
has immense potential, the need of the hour is to become
customer-centric by adopting Customer Relationship Management
(CRM).
Studies have found that doctors
who are well informed and are
using the Electronic Health
Record Systems are able to save more
than 30% of their time, which in turn
leads to treating increased number of
patients, thus increasing their efficiency
with reduced rate of errors.
At the onset, it is necessary to understand
what CRM is.
Customer Relationship Management (CRM)
goes further than providing electronic
information. It is more of a
journey than a set of tools. Whatever
the CRM definitions may be, the essence
of CRM never changes. CRM
consists of those aspects of a business,
which relate to techniques and
methods for attracting and retaining
customers. CRM is always a customer-
centric approach, CRM
means finding, getting and retaining
customers. CRM is at the core of any
customer-focussed business strategy
and includes the people, processes,
and the technology aspects associated
with marketing, sales and services.
In today’s highly competitive
global environment, organizations
looking to implement successful
CRM strategies need to focus on a
common view of the customer using
integrated information systems and
contact centre implementations that
allow the customer to communicate
via the desired communications
channel.
CRM can be defined as a way to
express having the ability to organize
and maintain a connection with
clients, customers and service
agents with regards to business relationships
and customer satisfaction.
The growing demand in the marketplace
and the dynamics of the environment
are forcing organizations to
adopt customer-service focussed
technology. |
