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Nov 12, 2022

When seeing our provider, how often have we felt like number 32 at the deli counter?

Customer relationship management (CRM) is used throughout healthcare, but the solutions are often limited by merchant-centric design, add-on solutions from EHRs lacking a 360-degree view of the patient, and a lack of data readiness to provide insights that inform better decisions and actions. 

How does going beyond traditional CRM solutions to truly know patients as people, and respecting and responding to their role as consumers, influence the clinical, operational, and financial segments of a provider organization? And how will multiple sources of patient data be unlocked, integrated, and optimized to deliver a powerful and personalized health 1:1 journey?

Today’s show convenes an expert provider panel to answer those questions and more. With us is Alexa Warner, System Director of Consumer Marketing at Bon Secours Mercy Health; Ryan Nagdeman, Associate Vice President of Marketing for Rush University System for Health; and host Gary Druckenmiller, General Manager of Customer Relationships Management at Innovaccer.

And when you’re done listening to the show, take the CRM maturity assessment to see where your health organization stands.

Here’s what they discussed:

  • What CRM will look like in 2025
  • The 4 biggest changes for the future of CRM 
  • 6 metrics that determine CRM success
  • How clinicians relate to the value of the “connected conversation”
  • Bedside manners and consumer manners—why they’re not same thing
  • The lesson the “Ring doorbell” brings to CRMs
  • What a CRM should bring to patient personalization and care accessibility
  • The 3 differences between patient-centered and consumer-centric care
  • The one thing keeps physicians from thinking of patients as consumers
  • Why providers-as-entrepreneurs should consider CRM metrics their bread and butter
  • CRM’s impact must include alignment with these 3 business areas
  • Moving brand attachment from clinical to “full longitudinal” moments
  • Why integrating siloed patient entities across a care system is so hard, yet must be done
  • One panelist’s favorite pastime with claims data
  • Inpatient and outpatient bifurcation: A CRM challenge to solve
  • What’s the difference between healthcare CRM and health 1:1, and why does it matter?
  • 3 tips for mapping an effective health 1:1 journey
  • How convenience and options foster the consumer-first mindset
  • The first things Alexa and Ryan would fix first in healthcare

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