摘要
作者针对医院如何设计和实施客户关系管理(CRM),提出了必须注意的三个环节。首先,医院决策层对CRM的理解程度和迫切程度是关系到医院能否实施CRM的首要因素;其次,在医院实施CRM之前必须对医院的信息化程度、客户与医院间关系的特点等有充分认识;第三,必须对医院所需CRM的种类、规模以及投入进行分析。同时认为医院实施CRM应遵循“目标明确、宏观规划、统一部署、分步实施”的总体原则。
In this paper, we focus on how to planning and implementing CRM system in hospital, and address this topic in three main sections. Firstly, The comprehending and urgent need of hospital leaders and managers about CRM are the most important. Secondly, before implementing CRM, the status of information management in hospital and characteristic of relationship between customers （ or patients） and hospital should be sufficiently understood. Thirdly, which kind of CRM, and how much investment what you need should be analyzed. A general principle is put forward, that is ＂clear aim, macro planning, uniform disposal and stepping into implementing＂.
出处
《医学研究生学报》
CAS
2006年第8期733-736,共4页
Journal of Medical Postgraduates
关键词
医院管理
客户关系管理
信息管理
数字医院
Hospital management
Customer relationship management
Information management
Digital hospital
