An anonymous Midwestern USA Health System implemented a CRM system in six of its hospitals over a 3-year period. The programme included customer databases and targeted strategic communications programmes and a CRM campaign monitoring process. Over the period the 6 hospitals initiated 203 campaigns in total mainly focused on cardiology, women's services, orthopaedics, neurology, paediatrics, and senior services. The monitoring process recorded a complete record of communications in each campaign,...

BPIR Categories

10.2.2 Acquire & collect information/knowledge
6.4.2 Implement systems for managing the service
1.3.2 Determine & provide customer contact mechanisms

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