Hospital patient services - A view CRM
Huang Jing, such as ab, Wang Bingjun aa Private Institute of Information Management Yuan Ze University, Tri-Service General Hospital, b Department of Information
Management summer@ndmctsgh.edu.tw
Summary
Advance in information technology, marketing concepts change, and now use more customer oriented business philosophy, leading customers in the market, holds an absolute advantage relative to customer loyalty and thus gradually fading. Actively establish close interaction with customers, customers will be active for treatment, so the "customer relationship management," the establishment of the hospital is bound to become the core of sustainable competitive advantage.
In this study, depth interviews and questionnaires, analysis of the actual adoption of the hospital situation, data representation, and the results for explanations; the same time, the hospital's problems and challenges in the implementation of recommendations. In this study, depth interviews and questionnaires, analysis of the actual adoption of the hospital situation, data representation, and the results for explanations; the same time, the hospital's problems and challenges in the implementation of recommendations. This study integrates customer relationship management literature, business decisions through strategies, customer service and information technology applications such as dimensions, a belong to the medical profession interactive type of customer relationship management integrated framework. Customer relationship management through the introduction and development of the cause of providing a full range of medical services to quickly respond to customer needs, to improve customer satisfaction and loyalty, and create and enhance customer value in Taiwan.
Keywords: Customer relationship management, customer service, customer service
