A Critical Review On Perception & Benefits Of Customer Relationship Management (CRM) System In Indian Private Hospitals

ADHYAYAN: A JOURNAL OF MANAGEMENT SCIENCES

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Title A Critical Review On Perception & Benefits Of Customer Relationship Management (CRM) System In Indian Private Hospitals
 
Creator Kumar, Dr. Surendra; Dr. Surendra Kumar, Associate Professor, Babu Banarasi Das National Institute of Technology & Management, Lucknow
Srivastava, Dr. Meenakshi; Meenakshi Srivastava, Senior Faculty, STDSC Lucknow
 
Subject Customer Implementation Relationship Management, CRM; CRM Systems; Perception; Adoption;
 
Description The implementation of Customer relationship Management (CRM) Systems has been increased within organizations for the purposes of increasing customer loyalty accompany with decreasing expenses and increasing revenues. The perception of the benefits associated with the implementation of CRM systems is an essential step for the adoption and implementation of CRM systems. Therefore, this paper presents the study conducted to investigate the perception of the CRM systems in the private hospitals in the northern part of India as there is a lack of adoption of CRM systems in hospitals. Qualitative research approach that is interview based was adapted in the study. The management of 10 private hospitals in the northern part of India was interviewed. The results reveal that no hospital has adopted CRM system. In addition, there is a substantial lack of understanding of the benefits of CRM systems in hospitals. Some hospitals claim that the implementation of CRM system is not of their priorities and there are much important projects as the implementation of Electronic Medical Records (EMD). However, other hospitals indicate for an existence of future plan for the adoption and implementation of CRM system. Another issue that needs to be taken into consideration by the vendors of CRM systems is the high costs associated with the implementation of CRM systems in hospitals. Indeed, both the vendors of CRM systems and the managers of hospitals hold the responsibility of the lack of CRM systems implementation in hospitals.
 
Publisher School of Management Sciences
 
Date 2016-05-17
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://myresearchjournals.com/index.php/ADHYAYAN/article/view/4080
10.21567/adhyayan.v1i2.10227
 
Source Adhyayan: A Journal of Management Sciences; Vol 1, No 2 (2011)
2455-8656
2249-1066
 
Language eng
 
Relation http://myresearchjournals.com/index.php/ADHYAYAN/article/view/4080/3817
 

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