Reference no: EM133556268

Question: Describe the customer relationship management process. Is the process effective? What are the main reasons why consumers choose to leave a healthcare organization? How do you know? As a manager, what recommendations would you offer to improve consumer loyalty?

Case Study: Customer relationship management (CRM) is a cutting-edge system aiming to increase consumer interactions and profitability while increasing consumer happiness, loyalty, and profitability. The process of CRM is effective because it uses data to understand what the company needs to improve while also shining a light on what consumers are already satisfied with. When healthcare facilities adopt the CRM technique, it helps them get to know patients better so they can communicate effectively, create trust, offer timely information, and track patient results to make the required modifications (Baashar et al., 2020). Research has shown that consumers sometimes choose to leave their healthcare organizations due to inadequate care and problem resolution (Albayati et al., 2021). Patients will leave if they disagree with their physician because they may feel unheard about a concerning health problem. As a manager, one recommendation I would make for consumer loyalty is first to show that you care. Everyone appreciates the feeling of being watched for and heard. It is essential to ensure each patient feels known and cared for equally. I would start by remembering small details about each patient and go from there, offering free healthcare items such as informational brochures and free health screenings twice a year.