Customer and Market Knowledge Management was a strategic priority at Mercy Health System (MHS), a US health care system and winner of the 2007 Malcolm Baldrige National Quality Award (Healthcare Sector). During the Strategic Planning Process customer groups and markets were reviewed to determine if existing segments and strategies remained aligned with the MHS vision and made financial sense. Methods used included SWOT analyses, CRM reports, service utilisation and financial analyses, demograph...

BPIR Categories

10.2.1 Establish info/knowledge management systems
10.2.2 Acquire & collect information/knowledge
1.3.2 Determine & provide customer contact mechanisms

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