Note: Please help me to reply to this discussion post. It's from my BHMC Healthcare Management Marketing Services class. You can start with I enjoyed reading your post or I agree

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Describe the customer relationship management process. Is the process effective? What are the main reasons why consumers choose to leave a healthcare organization? How do you know? As a manager, what recommendations would you offer to improve consumer loyalty?

Discussion

CRM, or Customer Relationship Management, refers to various tools, techniques, and activities that help businesses acquire, retain, and develop customer data and accounts. CRM aims to improve business interactions and increase efficiency and profitability. Some common aspects of CRM include customer segmentation, assessing customer satisfaction, identifying customer needs, and evaluating customer climate. The process is effective when

An example of this is a healthcare organization might build a database about its patients that describes relationships in sufficient detail so that management, service providers, and perhaps the patient directly could access information; match needs with product/service offerings, remind patients of service requirements, and know what other products or services a patient has utilized.

By analyzing the data collected, a healthcare administrator can pinpoint areas of concern or weakness. Healthcare consumers tend to leave organizations that do not meet their expectations or fulfill their promises. This can be due to high healthcare costs and poor service delivery, such as long wait times, unsatisfactory bedside manners, lack of qualified providers, poor facility cleanliness, and violations of HIPAA/privacy policies. To address these issues, CRM can identify patient concerns and needs, allowing organizations to personalize care and strengthen their relationship with customers, thereby increasing loyalty.

• Organizational value to customers
• Identify customer groups/segments
• How to improve product/service delivery
• How to improve business processes
• Climate assessment- Which policies, practices, and procedures need changes
• To increase customer satisfaction

Tania