To deliver service excellence the Mercy Health System (MHS), a US health care system and winner of the 2007 Malcolm Baldrige National Quality Award (Healthcare Sector), built a Customer Relationship Management (CRM) Model consisting of a cycle of 1. Voice of the Customer; 2. Analysis and Decision Making; 3. Deployment of Strategy and Action Plans;…

BPIR Categories

1.3.1 Build customer relationships
13.1 Develop and manage supplier/customer partnerships

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