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    Customer Relationship Management

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    Using Customer Relationship Management (CRM) and Time-based Strategic Management as the basis to improve the in the performance of healthcare Organizations What would be the expected impact on improved patient outcomes, higher levels of customer satisfaction, lower costs, etc., and list the critical success factors associated with implementing these programs in a health services organization. Which of these management practices be listed as the greatest, second greatest, and third greatest potential benefit for health care organizations. Using an external example in another industry say Ford or Toyota or anything else, why the rational for rankings ?

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    Solution Preview

    The impact of CRM and Time-based strategic management will be significant on the overall operations of the organization, be it related to patient outcome, customer satisfaction levels of cost structure. Time-based strategic initiative will help in removing unnecessary costs, allow organization to tap opportunities with greater efficiency and speed and improve existing processes which, in turn, improve patient outcomes and customer satisfaction levels. CRM will help the organization in knowing its patients in a better manner, offer customized services and thus, significantly improving customer satisfaction levels and patient outcomes.

    Critical Success Factor with implementing these programs:

    1) Commitment from top management: Top management should provide full commitment and support in terms of guidance and direction to senior managers, financial and ...

    Solution Summary

    Using Customer Relationship Management (CRM) and Time-based Strategic Management as the basis to improve thethe performance of healthcare Organizations. What would be the expected impact on improved patient outcomes, higher levels of customer satisfaction, lower costs, etc., and list the critical success factors associated with implementing these programs in a health services organization.

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