CRM Seen as Critical Tool in Improving Patient Experience

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.

Another way CRM systems can help improve the patient experience is through remote patient monitoring data, for example, a patient who is using a smartwatch to monitor heart health.

Some of the challenges health systems will face when deciding on a CRM investment strategy will be building the business case for yet another IT investment, she explained.