摘要
文章分析了医院在培育核心竞争力中面临的挑战和患者资产在帮助医院获取竞争优势方面的特性,指出医院核心竞争力是医院发现患者、获得患者、保留患者、经营患者的能力。最后从提高患者满意度、忠诚度,改善医患关系,挖掘患者终身价值等方面,阐明了医院实施患者关系管理(CRM)是培育核心竞争力的有效途径。
Based on the analysis of the challenges of cultivating the core competitiveness for a hospital and the characteristics of customer assets that help a hospital acquire competitive advantages,this paper points out the core competitiveness for a hospital is the capability of developing,gaining,holding and managing customers.From the aspects of promoting customers' satisfaction and loyalty,improving the relationship between a hospital and its customers,developing customers' lifetime values,this paper also put forwards the effective approach of cultivating the core competitiveness is that a hospital carries out customer relationship management.
出处
《中国医院管理》
北大核心
2005年第4期19-21,共3页
Chinese Hospital Management
关键词
核心竞争力
患者资产
患者关系管理
core competitiveness,customer assets,customer relationship management
