Engage, Acquire, and Retain
The primary goal of any healthcare organization with its CRM system is to engage, acquire, and retain consumers. With rapid digitalization, healthcare organizations are looking to seamlessly connect their CRM system with systems of record to improve visibility into the entire customer journey. They want to enable personalized interactions that will strengthen relationships and build trust with customers – including patients, members, providers, and partners.
Our offerings for CRM Advisory include
- Enterprise CRM vision & roadmap
- Digital front door strategy & patient engagement
- Project prioritization, funding
- Organization model & governance
Governance and Center of Excellence
- Establish interim governance
- CRM COE charter
- Staffing with key roles: architects, program managers, developers
- Project and program management
- Vendor research
- CRM partner selection
- Contract management
- Multi-vendor impact assessment & governance
- Strategic communications
- Technical program management services
- Operations support
- Staffing solutions
Connecting CRM with a health system’s System of Records offers a 360-degree view of the patient to coordinate appropriate care while empowering front-line support teams to interact with and provide an optimal experience for patients. Health plans can use CRM to close care gaps and communicate with members effectively. It creates a single source of truth for everyone in the consumer journey, enabling seamless omnichannel experiences tailored to each consumers health needs and communication preferences. A robust CRM strategy can transform call centers and self-service portals to reach quicker resolutions and connect consumers to the right care faster.
Our methodology and approach
A CRM strategy to provide differentiated consumer experiences and foster growth highly depends on a robust CRM technology ecosystem. We have developed a comprehensive approach to developing and executing a CRM strategy based on our work with leading health systems and integrated delivery networks, some of the world’s biggest technology solution providers, and innovative start-ups.
Typically, CRM strategy begins with evaluating the current state, including initiatives, vendor/platform partnerships, investments to date and committed, and the governance in place. Next, structured “voice of the customer” interviews with key stakeholders, a comprehensive internal survey, targeted conversations with peer organizations, market research using Damo’s proprietary database along with our considerable industry experience identify specific gaps and opportunities for organizations to pursue in the near term and on a three-year CRM roadmap.
The outcome of a CRM Strategy engagement is a set of high-value prioritized recommendations to enable a successful enterprise CRM program.