Qiannan People's Hospital. Customer Relationship Management

Since the beginning of the 21^st century, the medical health industry has experienced a great growth and expansion in the course of ceaselessly intensified reform. With the increasingly fierce competition of market, it' s essential for hospitals to further emancipate the mind, change the conception and cultivate staffers' consciousness for Customer Relationship Management. Besides, hospitals must operate the medical health industry as a health career to truly step onto the way to sustainable and sound development.In the late years hospitals have improved their service quite rapidly, but it can hardly meet the demand of patients.Against the background of the industry of hospital service, under the guidance of the strategy mode of Customer Relationship Management, with a thorough consideration of the influence of the essential characteristics of service on the quality of service practice, this paper makes an investigation on the service instances in Qiannan Prefecture People' s Hospital. The investigation combines macro-analysis with microanalysis, quantitative analysis with qualitative analysis to give a step-by-step study. As a result, both the integrity of theoretical system and the flexibility of applied practice are taken into account. With the experience and theories gained from the field of Customer Relationship Management this paper aims to make a systematic study on the strategy of Customer Relationship Management in Qiannan Prefecture People' s Hospital and thereby to find its deficiencies in service and then probe into the future improvement measures.