The first annual State of Consumerism in Healthcare report found the following:
To be successful in today’s consumer-centric market, health care organizations would do well to focus on customer relationship management (CRM) that’s holistic and tailored to the industry. Health care organizations must implement innovative tools that gather the right information to provide value and improve the health care experience.
Providing value and personalization
By taking on a consumer-first approach, health care organizations can deliver timely, relevant and personalized information; build trust and loyalty; and, ultimately, improve upon their services. Provider organizations must ensure that the technology they adopt will manage the right data and offer the best features to create and measure value.
Health care consumers are a dynamic audience with different needs from those of retail, hospitality or banking clients. Generic CRM doesn’t give health providers the information they need nor the analytics necessary to determine actionable information.