TY - GEN
T1 - Goals of Customer Relationship Management in Hospitals based on the Customer Life Cycle
T2 - 2022 International Seminar on Application for Technology of Information and Communication, iSemantic 2022
AU - Rospricilia, Tita Ayu
AU - Mudjahidin,
N1 - Publisher Copyright:
© 2022 IEEE.
PY - 2022
Y1 - 2022
N2 - From a healthcare environment perspective, customer relationship management (CRM) is defined as an approach to managing patient relationships to build good relationships. To keep finances in balance, hospitals need to manage customer relationships. Much research on CRM has made significant progress in areas such as telecommunications, banking, and manufacturing, but research specific to the hospital environment is very limited. This systematic review aims to categorize, summarize, synthesize, and assess research on CRM in hospitals. This study uses a systematic literature review technique that starts by compiling research questions, the search process, study selection, conducting a review, analysis, synthesis, and reporting. The result of this research is a synthesis of 30 articles that were analyzed based on research goals and research approach. As much as 27% of CRM in the study was used for customer acquisition, 40% for customer retention, and 33% for customer conversion.
AB - From a healthcare environment perspective, customer relationship management (CRM) is defined as an approach to managing patient relationships to build good relationships. To keep finances in balance, hospitals need to manage customer relationships. Much research on CRM has made significant progress in areas such as telecommunications, banking, and manufacturing, but research specific to the hospital environment is very limited. This systematic review aims to categorize, summarize, synthesize, and assess research on CRM in hospitals. This study uses a systematic literature review technique that starts by compiling research questions, the search process, study selection, conducting a review, analysis, synthesis, and reporting. The result of this research is a synthesis of 30 articles that were analyzed based on research goals and research approach. As much as 27% of CRM in the study was used for customer acquisition, 40% for customer retention, and 33% for customer conversion.
KW - CRM
KW - customer relationship management
KW - healthcare environment
KW - hospital
KW - systematic literature review
UR - http://www.scopus.com/inward/record.url?scp=85141494065&partnerID=8YFLogxK
U2 - 10.1109/iSemantic55962.2022.9920455
DO - 10.1109/iSemantic55962.2022.9920455
M3 - Conference contribution
AN - SCOPUS:85141494065
T3 - 2022 International Seminar on Application for Technology of Information and Communication: Technology 4.0 for Smart Ecosystem: A New Way of Doing Digital Business, iSemantic 2022
SP - 89
EP - 94
BT - 2022 International Seminar on Application for Technology of Information and Communication
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 17 September 2022 through 18 September 2022
ER -