Hospital Customer Relationship Management Systems Research And Realization

CRM (Customer Relationship Management) is the customer relationship management. CRM is the selection and management of valuable customer relations and a business strategy, CRM requirements of customer-centric business philosophy and corporate culture to support effective marketing, sales and service process. If the enterprise has the right leadership strategy and corporate culture, CRM enterprises will be able to achieve effective customer relationship management. Essence is"customer-oriented" management thinking, management strategy. The introduction of customer relationship management system to the application of the hospital environment, help the hospital realize business strategies change and improve doctor-patient relationship. In this environment, there are many different from the CRM business, in accordance with the characteristics of the hospital for design and development.Hospitals and enterprises, customers are always one of the most important factor, the hospital introduced CRM is necessary. Hospital CRM features embodied in it through the relevant bodies within the hospital staff and customers with good communication, and according to information available to the customer relationship evaluation; hospital management and decision-makers are using the CRM evaluation results, formulate Various measures and countermeasures, and through various agencies and staff in the role of customers, so as to achieve continuous improvement and customer relations purposes. CRM decided to build the hospital attention should be paid the following areas: hospital policy makers of understanding of CRM; hospital whether the existing environment and conditions meet the requirement, the need to strengthen; CRM, and so much need.Aim at the present condition of the hospital CRM in the domestic and international, around the construction of the medical treatment profession CRM system and the development of the hospital CRM system in the future, how to improve the hospital service quantity, how to create and promote the brand advantage of the hospital, optimize the service process of the hospital and lower the service cost of the hospital, this article discuss the hospital CRM opposite have the catholicity and specials.This article elaborated on the development and design of SHUGUANG Hospital CRM system, discussed the medical treatment profession is a collection of computer networks, databases, technologies such as voice telephone integrated information service platform, mainly by the Marketing Management (Marketing Management), technical support and management services (Service Management), call center management (Call Center Management) 3 A module, combine from the successful realization of the case's example, discussed the HCRM to all have the important meaning towards promoting the information-based level of medical treatment.This article also aims at the successful implement of SHUGUANG Hospital CRM system. After SHUGUANG Hospital customer relation management system line up in one month, the average number of the out-patient, the rate of the attitude for the patient, the rate of the utilization for the medical treatment equipments and the time which patients waiting for, carried on the summary to the actual effect of SHUGUANG Hospital CRM system, and put forward the new development target for the development based on the SHUGUANG Hospital CRM in the future.