جستجوی مقالات مرتبط با کلیدواژه "مدیریت ارتباط با مشتری" در نشریات گروه "پزشکی"

The goal of Customer Relationship Management (CRM) is to create new relationships, increase customer value, retain customers and increase profitability. The Patient Relationship Management System (PRM) is a key strategy in managing interactions between healthcare organizations and customers. In PRM, the focus of organizations is on determining and meeting the needs of the patient.

This review article has been performed the role of customer relationship management system in the health care sector using method of library research and searching valid websites.

PRM has the ability to achieve better coherence between health care departments, which in turn improves clinical outcomes and patient satisfaction. Moreover, PRM improves the patient follow-up system, better understanding of their needs, and Provides better care services to patients. Increasing operational efficiency, centralizing data, better management of current customers, and strengthening the hospital image are some of the effects of implementing CRM in hospitals.

Nowadays, health care sector has become a competitive market. New technologies have changed the care environment. Therefore, health care organizations are trying to keep their customers. Customer relationship management is a strategy that enables more insights for customers as well as more effective and satisfying interactions for healthcare organizations.

In today's competitive environment, continuous, continuous and long-term relationship with the customer is the key to achieving the success of healthcare organizations. Therefore, this study was conducted to survey customer relationship management in affiliated hospitals of Zabol University of medical sciences.

This study is applied and descriptive in terms of method. The statistical population includes the staff of hospitals that 205 people were selected by simple random sampling method. The data collection tool was a two-part questionnaire (demographic and customer relationship management). Research data were analyzed using SPSS 18 software.

In this study, the average score of customer relationship management was 3.16 points. The average scores of each of the dimensions of attracting, maintaining and expanding customer relations, infrastructure dimension and customer orientation dimension were 3.1, 2.9 and 3.48 points, respectively.

According to the findings, customer relationship management and each of its dimensions was in a moderate position. Therefore, managers of health care organizations should take steps to improve each of the dimensions of customer relationship management in order to increase the loyalty of their customers and the productivity of the organization

Human being is a social and must adhere to its basic principles in order to live in a community. Citizenship rights are one of these principles that if you forget or neglect it, the society suffered losses and this may leads not to reach its transcendental purpose. Citizenship rights are relatively broad and include civil, political, economic, social and individual rights. One of the areas that can serve citizen rights is the banking. Today, the banking is located in the most important institution of economic, monetary and financial in the country. The needs and expectations of customers in this business are rapidly changing and become complicated. These changes in the money market, on the one hand and the preferences of citizen and customer behaviors, and the increasing use of new technologies, on the other hand, doubled the requirement of the use of customer relationship management in the banking. Customer relationship management in the corporate banking sector provides valuable customer segmentation with a variety of criteria to provide customization of corporate banking and innovation services for these categories of customers and provides for the establishment of a friendly relationship with the citizen, which provides loyalty and a solid profitability for banks. Therefore, the purpose of this research is to identify the backgrounds and implications of customer relationship management in the banking (corporate banking). In this research, the researcher used a qualitative approach, foundation data strategy, open, axial, selective coding in order to achieve the research pattern. Finally, the results of the research are presented in the form of a paradigmatic model that includes 6 main dimensions and 35 subcategories.

By improving the level of trust in supply chain management, customer care is improved and mutually improving customer care will in turn lead to increased trust in supply chain management. Therefore, different aspects of customer relationship management and supply chain management affect and promote each other. Meanwhile, information technology plays an important role as a facilitator. The purpose of this study is to examine the effect of customer relationship management on the supply chain considering the mediating role of information technology (case study: supply of medicine in Iran).
This research is a correlational, survey and applied study. The statistical population includes experts and pharmacists, pharmaceutical companies and experts working in the pharmacy of military hospitals, of which 140 were selected by a simple random sampling method, and were evaluated using a researcher-made questionnaire. The researcher-made questionnaire consists of three parts with 27 items and a Likert scale (5 = very large to 1 = very small), respectively. The data were analyzed using SPSS-18 software and LIZREL8 software, and the fitness indices of the model were calculated.
The results indicated that not only customer relationship management has a direct impact on the supply chain, but also the full intermediary effect of information technology is also confirmed. There is also a positive and significant relationship between customer relationship management and supply chain management, customer relationship management and IT, IT and supply chain (P> 0.05).
Military hospital pharmacies can achieve a competitive advantage by integrating a systematic supply chain based on the use of new technologies in the context of information security, and develop and maintain long-term relationships with stakeholders.

Customer relationship management is a modern marketing concept which is also considered as a successful business strategy. The present study aimed to design a customer relationship management model in the hospital.
The study is an applied research performed in 2 phases of 1) texts investigation and 2) the expert's opinions to achieve consensus. Data were analyzed using SPSS 18 software along with descriptive statistics.
The designed model included areas of customer relationship management tasks (15 components), employee's required skills (6 components), customer relationship management implementation requirements (7 components), influencing factors on successful customer relationship management (13 components), evaluation of customer relationship management performance (23 components), and customer relationship management consequences(5 components). Moreover, a proper organizational chart was suggested for customer relationship management unit in hospital.
The findings of the present study can be used as a practical guide to design and improve performance of customer relationship management unit in the hospital.

Nowadays, effective relationships with customers create value for healthcare systems. Successful organizations attract lifetime customers, respond to customers in the shortest time, with the best quality and the lowest cost. The present study aimed to consider the correlation between Customer Knowledge Management (CKM) and Customer Relationship Management (CRM) tasks in a military hospital in Tehran during 2015.
This study is an analytic study. The statistical population of this study were the nurses in a military hospital. Samples were gathered using random method. The data collection tools were the researcher-made questionnaire of CRM and CKM. The validity and reliability of these questionnaires were confirmed by researchers. The Confirmatory Factor Analysis method was used to determine the impact of the variables. Also, the SPSS and Amos (ver18) softwares were used.
Among the dimensions of CRM, “Retention” had the highest mean score (3.8 ±0.6) and “Client Interaction” had the lowest average score (3.4 ±0.6). Among the dimensions of CKM, “Knowledge from Client” had the highest average score (3.9 ±0.9) and “Knowledge about Client” had the lowest average score (3.4 ±0.6). Also, the CKM had an impact on CKM tasks with 0. 95.
Since the customer interaction score was lower among other CRM tasks, in order to improve interactions with customers or patients, hospitals can design training sessions in this regard for their staff.

Today what creates value for health care system is ongoing relationship with the customer, and successful organizations are only those who are able to make clients for lifetime and can do the mission of responsiveness to customers in shortest time, with best quality and with lowest cost. One of the strategies that help these organizations is creating an ongoing relation with customers. This research is a descriptive- analytical one. The study population were the nurses of selected hospitals in Esfahan, that sampling was carried out by randomized stratified method. Tools for data collection were researcher questionnaire of communication with customers management whose validity and reliability is confirmed. For determining factors, we used of confirmatory factor analysis. The method of data collecting was structural equation method and software used were Amos and Spss. In duty dimension of customer communications management, services diversity has the highest score (2.9) and in management of productivity customer communication has the highest score (3.2). Among the dimensions, productivity ultimate model has the highest score and interaction with customers and customer maintenance have the lowest score. The health care organizations can remain in the competitive market by implementing customer relationship management. This is essential that studied hospitals improve the obtaining information, customer's satisfaction and loyalty, new customer's attraction and maintaining strategies.

Nowadays Healthcare organizations، as business units، need high standard customer relationship management more than other industries. This study is conducted with an organizational perspective، in order to investigate factors affecting adoption of customer relationship management system in hospitals. This research utilizes descriptive survey research based on data collection method. The study population، which was conducted on 2012، includes all internal managers or head of hospitals and healthcare centers in Mashhad. The sample size was determined 51 hospitals Based on sampling formula. Data collection tool was questioner. Data were analyzed with descriptive and inferential statistics. Based on the findings، 12 hospitals (%23. 5) were receptive and 39 hospitals (%76. 5) were non-receptive. Innovation of senior executives، organization size، relative advantage، knowledge management capabilities، information system capabilities of staff and complexity have significant influence on customer relationship management system adoption، respectively. Given the important role of innovation of senior executives in customer relationship management system adoption in hospitals، government should create an active and supportive environment in order to encourage senior executives to adopt this system.