CRM seen as critical tool in improving patient experience

Healthcare IT News March 17, 2020
Nathan Eddy

Customer relationship management tools can help healthcare organizations attract, acquire, and retain patients – and give insights to drive behavior change and manage chronic conditions.

Customer relationship management tools can be used by healthcare organizations to help attract, acquire, and retain customers, provide insight to drive behavior change and help manage and unlock assets contained in accumulated data sets.

It can also be used to improve the patient experience by incorporating prescriptive analytics to tell healthcare providers what the next best step for the individual, as well as social determinants of health data.

Arielle Trzcinski, senior analyst at Forrester Research, explained one example would be the deployment of a CRM system that recognizes a patient has transportation issues and that...

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