crm in service sector

7/23/2019 crm in service sector

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1

Customer RelationshipManagement

CRM in Modern Health Care Delivery

Group Presentation – IS 6800Renee Ross

Hung !inn M"D"# $"D

http://www.umsl.edu/



%

&genda

De'inition o' CRM

Importan(e o' CRM to General Managers Statisti(s

Industry leaders

Su((ess stories

Case Study – M) Health(are System *est Pra(ti(es

+essons +earned



,

CRM – !hat is it-

CRM – .Strategy used to learn more a/out (ustomers needsand /ehaviors in order to develop stronger relationships

ith them1 http233guide"darinmag"(om3te(hnology3enterprise3(rm3inde4"html-5 last a((essed Septem/er %# %007" CRM – .&ny appli(ation or initiative designed to help an

organiation optimie intera(tions ith (ustomers#suppliers# or prospe(ts via one or more tou(h points – su(has a (all (enter# salesperson# distri/utor# store# /ran(h o''i(e#

!e/# or e9mail – 'or the purpose o' a(:uiring# retaining# or(ross9selling (ustomers"1 Goodhue# D" +"# !i4on *" H"# and !atson# H" $"# .Realiing *usiness *ene'its

;hrough CRM2 Hitting the Right ;arget In ;he Right !ay1 MIS Quarterly Executive, <ol" =# %# %00%# pp" >9>6"

CRM introdu(ed in =>>,



7

Importan(e o' CRM to GMs

CRM (an?"

In(rease (ustomer servi(e levels Improve e''i(ien(y o' (all (enters

Cross9sell produ(ts more e''e(tively

Help sales sta'' (lose deals :ui(@ly Simpli'y mar@eting pro(esses

In(rease RAI

http233guide"darinmag"(om3te(hnology3enterprise3(rm3inde4"html-5 last a((essed Septem/er %# %007"



B

Importan(e o' CRM to GMs

.Resear(h has shon

that (ompanies that(reate satis'ied# loyal

(ustomers have more

repeat /usiness#

loer (ustomer9

a(:uisition (osts#and stronger /rand

valueall o' hi(h

translates into /etter

'inan(ial

per'orman(e1 http233sie/el"(om5 last a((essed A(to/er =# %007"



6

CRM Spending

%00= 9 8"8 /illion %00, 9 >"7 /illion

%00B proEe(tion 9 ,0"6 /illion Gartner estimates that large /usinesses spend

/eteen ,0 million and >0 million on CRMinitiatives over a ,9year period

Mello# &"# “Watch out for CRM’s hidden costs” A(to/er =# %00=5http233te(hupdate"dnet"(om3te(hupdate3stories3main30#=7=>#%8=8%6,#00"html5 last a((essed onA(to/er %># %007"



CRM Spending

*udgeting 'or CRM – hidden (osts

ProEe(t management So'tare integration

Data maintenan(e

;raining

Gartner revealed many /usinesses

underestimate CRM (osts /y 709BF

Mello# &"# “Watch out for CRM’s hidden costs” A(to/er =# %00=5

http233te(hupdate"dnet"(om3te(hupdate3stories3main30#=7=>#%8=8%6,#00"html5 last a((essed on A(to/er %># %007"


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CRM In'rastru(ture

Integrated database

Sales

Billing

Accounts

Call center

Business IntelligenceProcess

Improvement

Refined Business Processes

Call Center FaxDirect

SalesStoreE-mail

Web

ccess

….

Fig. 2

Dy(he# $"# The CRM uide to Custo!er Relationshi" Mana#e!ent # &ddison9!esley# *oston# %00%


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CRM ;argets 3 Components

&ppli(ations

In'rastru(ture ;rans'ormation

&ll three are ne(essary# to some degree# 'orsu((ess'ul implementation o' CRM initiatives

Goodhue# D" +"# !i4on *" H"# and !atson# H" $"# .Realiing *usiness *ene'its ;hrough CRM2 Hitting the Right

;arget In ;he Right !ay1 MIS Quarterly Executive, <ol" =# %# %00%# pp" >9>6"


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Retention vs" &(:uisition

Re' %=# %%

Retention o' (ustomers gives greater /ene'it overa(:uisition o' ne (ustomers

*uilds trust and loyalty

)p9sell and (ross sell opportunities

Move (ustomers through the li'e(y(le&(:uisition# Groth and Retention

Movement ill ma4imie their value and in(rease pro'its

Studies indi(ate that in(reasing the num/er o'

(ustomers a (ompany retains ea(h year /y Eust BF

(an in(rease (ontri/ution to shareholder value /y70F to >BF

http://1to1.com/


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Retention vs" &(:uisition

&verage )"S" (ompanies

lose %0F o' (ustomersevery year – not @noing

hy

Costs 6 to times more to

attain a ne (ustomer thanto retain (urrent (ustomers

http233"(rmtrends"(om3(rm"html5 last a((essed A(to/er %8# %007"

*lei(her# Paul" .&n Imposing Change"1 $har!aceutical Executive" $un %007" p"p" %69,0"

http://crmguru.com/


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CRM Su((ess Stories

80F o' organiations report su((ess ith CRM

programs

4amples )nion Pa(i'i( Railroad Sie/elJ

7B00 users 3 Repla(ed lega(y system 3 Strategi( part o' overall /usiness

intelligen(e strategy

Korthestern Memorial Hospital# Chi(ago PeopleSo'tJ B800 employees 3 Repla(ed lega(y system 3 .&utomation means

(lini(ians (an 'o(us more time on patient (are" Having PeopleSo't as a

support system ill help us a(hieve our mission o' patients 'irst"1

Re' # =6# %0


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CRM Lailure

Lailure rate o' =B9%BF

8BF o' CRM users (annot :uanti'y /ene'its

rass# P"# “CRM% &nce More, Without Reelin#” Mar(h =# %00,5

http233"('o"(om3arti(le3=#B,0>#8>783*S3=%37#00"html5 last a((essed A(to/er =B# %007"


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CRM Industry +eaders


http://slidepdf.com/reader/full/crm-in-service-sector 15/88 =B

Company In'ormation Head:uarters in San Mateo# Cali'ornia Lounded =>>, B000 employees %"8 million users at 7#000N organiations %00, revenue 9 =",B /illion

Strategy .CRM 'or veryone1 – CRM so'tare solutions 'or any @ind o' organiation# any type o' user# and any /udget

Produ(t A''erings Sie/el *usiness &nalyti(s Sie/el An Demand Sie/el Sales Sie/el Pro'essional

http233sie/el"(om5 last a((essed A(to/er =# %007"



=6

Company In'ormation Head:uarters in Pleasanton# Cali'ornia Lounded =>8 =%#000 employees Serving =%#%00 organiations %00, revenue 9 %", /illion

Strategy Lle4i/le and adapta/le /usiness solutions

Produ(t A''erings PeopleSo't nterprise PeopleSo't nterprise Ane PeopleSo't !orld

=" http233"peopleso't"(om5 last a((essed A(to/er =# %007"



=

Company In'ormation Head:uarters in *ellevue# !ashington

>00 (ustomers in B0 industries Strategy

;hrough three audien(e9spe(i'i( portals# Any4 mployee Portal#Any4 Customer Portal and Any4 Partner Portal# Any4 nterpriseCRM provides proven te(hnology ideal 'or /usiness environmentsthat need 'le4i/le# relia/le and managea/le CRM

Produ(t A''erings Any4 CRM4press Any4 Porta/le CRM Any4 &nalyti(s

http233"ony4"(om5 last a((essed A(to/er =# %007"



=8

Company In'ormation Head:uarters in !aldor'# Germany Lounded =>% ,0#000 employees %"8 million users5 =#B00 partners

Mission ;o provide (olla/orative /usiness solutions 'or all types o' industries

and 'or every maEor mar@et

Produ(t A''erings myS&P *usiness Suite myS&P RP S&P 4&pps

=" http233"sap"(om5 last a((essed A(to/er =# %007"



=>

CRM and le(troni( Medi(al

Re(ords MRJ

.Initiative designed to help an organiationphysi(ian 3 hospitalJ optimie intera(tions

ith (ustomers patientsJ 'or the purpose o'

a(:uiring or retaining (ustomers patientsJ"1

Goodhue# D" +"# !i4on *" H"# and !atson# H" $"# .Realiing *usiness *ene'its ;hrough CRM2 Hitting the Right ;arget In

;he Right !ay1 MIS Quarterly Executive, <ol" =# %# %00%# pp" >9>6



%0

Keed 'or MR

&r(hai( in'ormation systems

&((ording to the $ournal o' &meri(an Medi(al

&sso(iation# .as many as >8#000 patients die ea(h

year in )"S" hospitals 'rom preventa/le medi(al

errors

+a(@ o' relia/le health in'ormation"

Sart# Ki@@i# .& Pres(ription 'or le(troni( Health Re(ords1 Infor!ation Mana#e!ent 'ournal # <ol ,8# 7# %007# p"%09%%"



%=

Mar@et 'or MR

;he mar@et 'or MR 'or physi(ians

e4(luding the hospitals is B00 M in %007

and e4pe(ts to gro to B * in %008

$" +arson# ;he &riona Repu/li(



%%

Kational &genda 'or MR

. *O CAMP);RIIKG H&+;H RCARDS#! C&K &<AID D&KGRA)S MDIC&+

MIS;&S# RD)C CAS;S &KD IMPRA<C&R1

In the )S# every patient should have MR or HRithin =0 years

President *ushs State o' the )nion address# =3%03%007



%,

le(troni( Medi(al Re(ords

In Massa(husetts# *lue Cross Q *lue Shield o'

Massa(husetts plans to donate B0 millions to 'und a

pilot proEe(t that ele(troni(ally lin@s patients medi(alre(ords /eteen the hospitals and health (are providers

in , (ommunities"

;he goal is /uilding a stateide M system that(onne(ts hospitals and (lini(s" ;his mission has a

idespread support among insurers# hospitals and

do(tors"+" oal(y@# Glo/al Sta''



%7

le(troni( Medi(al Re(ords

MRJ

;ransition 'rom paper medi(al re(ords

PMRJ to MR re:uires strong physi(ian

leadership and institutions (ommitteemen o'

human and (apital resour(es



%B

Case Study

M) Health(are System



%6



%

Case Study

M) H&+;H C&R SOS;M

M) Health Care system (onsists o' %operational entities2S(hool o' Medi(ine SAMJ

)niversity Physi(ians )PJ2 medi(al pra(ti(e

M) Health Care )niversity Hospital

Colum/ia Regional Hospital

Clini(s



%8

M) S(hool o' Medi(ine



%>

M) S(hool o' Medi(ine SAMJ

D&K

&sso(iate Deans Chairpersons o' *asi( S(ien(e Departments

Chairpersons o' Clini(al Departments Medi(ine#

General Surgery# A/stetri(s and Gyne(ology#

Pediatri(s# Lamily Medi(ine?J)KI<RSI;O PHOSICI&KS



,0

)niversity Physi(ians

Head(ount2

)P2 6,B ,0 physi(ians N %6B sta''J I;2 %% or ,"BF o' total )P head(ount

*udget2 )P s revenue2 ==0 M

I; servi(es2 %" M or %"BF o' revenue

le(troni( medi(al re(ords MRJ

ID system2 s(heduling and /illing



,=

M) Health Care

C);I< DIRC;AR

CIA# CLA Hospital Dire(tors

)KI<RSI;O HASPI;&+

CA+)M*I& RGIAK&+ HASPI;&+

C+IKICS



,%

)niversity Hospital



,,

)niversity Hospital

;ertiary a(ute (are hospital

&ll servi(es e4(ept !omens Health and

Keonatal Intensive Care )nit KIC)J

;rauma Center

%60 *eds

Kum/er o' patients served2 ==#B,% %00,J



,7



,B

Colum/ia Regional Hospital

%6%9/ed a(ute (are hospital

Surgery2 Arthopedi( Surgery# )rology# General

Surgery

Medi(ine

!omens Health Servi(es2 A/stetri(s# Gyne(ology

and others Keonatal Intensive Care )nit KIC)J

Kum/er o' patients served2 6#7 %00,J



,6

M) Health Care

Head(ount2 M) Health Care2 B00 employees

I;S2 =08 or =">F o' the total head(ount

*udget2 M) Health Care2 6%0 M

I;S2 =,"B M or a/out %"%F o' the total revenue

B0F o' /udget 'or personnel

B0F o' /udget 'or hardare# so'tare and outside supporting servi(es

;otal /eds2 B%%

;otal in9patients served2 =800>

;otal out9patient visits2 B77#,>B



,

M) Health Care System

Customers2 Health (are providers2 physi(ians Patients

le(troni( (lini(al in'ormation is theorganiations e''ort to re(ruit and retain

(ustomers" Aperational e''i(ien(y Improved :uality o' (are



,8

M) H&+;H C&R

SOS;M

Hospital Clini(al In'ormation System le(troni( medi(al re(ords MRJ



,>

MI+S;AK

D<+APMK;S

Lall %00=# <i(e Chan(ellor 'or M) Health Care System#

(ommitted to develop ele(troni( medi(al re(ords" Dean and 4e(utive Dire(tor strongly supported the

proEe(t & physi(ian leader as appointed as a liaison /eteen I;

leadership and physi(ians"

Cerner as sele(ted as a te(hni(al provider 'or the proEe(t" Goal2 In(remental implementation o' system9ide

ele(troni( health in'ormation HIJ



70

CRKR R+&;IAKSHIP

De(em/er %00= ;e(hnology 'ees# traditionally re'erred to as

.li(ensing and support1

Consulting implementationJ 'ees – pay as you

go

Septem/er %00, Autside (onsultants to renegotiate the (ontra(t



7=

CRKR CARPAR&;IAK

Lounded in =>>

Head:uartered in ansas City +eading supplier o' health(are in'ormation

te(hnology# ith more than B#%, asso(iates

and =#B00 (lients orldide" In %00,# it had a revenue o' 8,>"6 million

and net in(ome o' 7%"8 million"



7%

CRKR CARPAR&;IAK

A''ers (entralied ele(troni( medi(al re(ord to seamlessly

deliver health in'ormation su(h as la/oratory results#

images# medi(ation and allergy data to health (are teamsthat depend on (omplete# timely in'ormation" ;his in(reases

measura/le :uality o' (are

na/les e4e(utives to manage resour(es# (omply ith

regulations and re(ognie trends and /est pra(ti(es /y(om/ing (lini(al# operational and 'inan(ial data 'rom a(ross

the enterprise and the industry"



7,

+C;RAKIC MDIC&+

RCARDS ;he (ost o' (onverting paper medi(al re(ords

to ele(troni( medi(al re(ords is =0#000 –

,0#000 per physi(ian" ;he (ost o' ele(troni( (lini(al in'ormation is

/eteen B0 M – =00 M 'or health (are

system o' %9 , hospitals

+" oal(y@# Glo/al Sta''

M" M(Gee# In'ormationee@"(om



77

MRs Progress

%00% ;he proEe(ts as laun(hed /ut progress as

impaired /y (on(erns a/out M) Health Care

Systems 'is(al situation"

>3%00, ;he proEe(t as rea(tivated on an a((elerated

time 'rame"



7B

PatientsT Medi(al In'ormation

Clini(s Demographi( in'ormation in(luding

insuran(e

History2 allergy

Physi(al e4amination

+a/oratory2 /lood tests# radiographi( images

Diagnoses

;reatments



76

Patients Medi(al In'ormation

Hospitals Demographi( in'ormation in(luding insuran(e

Physi(ians initial evaluation History Physi(al e4amination +a/oratory2 /lood tests# radiographi( images

Diagnoses ;reatments



7

Patients Medi(al In'ormation

Hospitals Su/se:uent visits2

Progress notes2 medi(al students# residents and

attending physi(ians

Physi(ians orders

Kursing notes2 vital signs and assessment



78

;raditional Medi(al In'ormation

Dra/a(@s Important (lini(al in'ormation is not timely

availa/le2

outpatient in'ormation is not availa/le hen the patientis admitted to the hospital Consultations

Ine''i(ien(y2 Dupli(ation o' e''ort ;ime (onsuming Illegi/le re(ords Missing medi(al re(ords



7>

PATIENT

Attending

NursesResidents

Family

Student Student

Consultants

Clerks

Xray

Lab

OR

Techs

Pharmacy

Transort!ed record

#CFA

Ethics

Insurance

$CA#O

Comuter

Comliance

Policies



B0

Hospital Clini(al In'ormation System

Medi(al re(ords Cerner H*AC

Arders Cerner H*AC

Materials management Pro(ure IMMS

Clini(al pathology &+G )H onlyJ &+G CRH onlyJ

&natomi( pathology CoPath M !estern star

Pharma(y Pharma@on H*AC

Aperating room SurgiServ ARSAS

Radiology M&RS H*AC

Cardia( (ath la/ !hitt )H onlyJ !hitt CRH onlyJ

)H CRH



B=

&((omplished ProEe(ts

Hospital (lini(al in'ormation system )HJ Physi(ians orders Pro'ile medi(al re(ords managementJ system at )H Do(ument imaging – (lini(al and 'inan(ial

MR )H and Clini(sJ Clini(al in'ormation is 'loed into the Central Data Center and thus

retrieva/le through Poer(hart Do(umentation ith Poer(hart

LirstKet – mergen(y Departments tra(@ing and triage Cerner runs the Central Data Center o'' (ampus Poer Chart is an ele(troni( 'ormat o' standard (onsultation

notes# progress notes and operative notes"



B%

PA!R CH&R;

Physi(ians ele(troni( medi(al re(ords

Stru(tured do(uments2 Consultation notes

Progress notes

Aperative notes

Se(ured ele(troni( signatures



B,

Current ProEe(ts

%007 Pharma(y system – )H – co!"lete

Aperating Room Management system – )H

Repla(ing2 Radiology system 9 )H3CRH &natomi( pathology system 9 )H3CRH Clini(al pathology system 9 )H3CRH *lood /an@ system 9 )H3CRH

Physi(ian and nursing do(umentation on9line 'or in9patentdo(umentation

.Poer Chart o''i(e1 in the (lini(s



B7

MR Programs Goals

Patients2 Improved :uality o' (are

Pro%iders2 *etter or@ing environment

!& #ealth Care System2 nhan(ed

'inan(ial per'orman(e



BB

MRs *KLI;S

Patient (are ill improve *etter health out(omes Higher satis'a(tion

Providers lives ill /e /etter asier# more time to provide good (are 'rom

improved e''i(ien(y ;he /ottom line ill /e enhan(ed

De(reased (osts# in(reased revenues



B6

!hat are medi(al errors-

&dverse event &J2 inEury or death o' a patient

Kear miss2 an event or situation that (ould haveresulted in & /ut did not

Medi(al rror2 'ailure in e4e(ution o' plan and its details AR

use o' rong plan



B

Comple4 Kature o' Medi(al

Care

IC) study &verage o' =8 .a(tivities1 per patient perday

>>F pro'i(ien(y rate means =" errors per

patient per day ven >>">F may not /e sa'e enough



B8

+atent rrors in System Design

;hree Mile Island# *hopal# Cherno/yl#

Challenger disaster

.&((idents aiting to happen1

Human error is pro4imate (ause

Root (ausesJ present in system 9 long time ;he error is a symptom o' the underlying

systemi( disorder



B>

Perspe(tive on medi(al errors

Physi(ians# nurses# pharma(ists are highly trained#

(are'ul# and dedi(ated pro'essionals

+a(@ o' aareness o' s(ale o' pro/lem

Most errors do no harm

Most errors are symptoms o' the underlying

systemi( disorder" MR is one o' the solutions to the systemi(

disorders o' the health (are delivery



60

;he !or@ o' Providers

!hat is the real or@ o' health (are

providers# i"e"# those ith dire(t patient

(onta(t- Pro(ess in'ormation

&pply te(hni(al s@ill

*uild relationships



6=

In'ormation Pro(essing

Start ith a /aseline @noledge and e4perien(e

&(:uire in'ormation 'rom the patient

Supplement ith e4amination and diagnosti(

testing – /oth past and present

)se /aseline @noledge# o((asionally

supplemented in'ormation at time o' (are# to'ormulate a plan o' (are



6%

In'ormation pro(essing

Communi(ate the plan Arders3pres(riptions – i"e" in'ormation trans'er to other

providers In'ormation trans'er to the patient

In'ormation to re'erring physi(ian3PCP

Arders implemented

Charges applied to servi(es rendered Inter'a(ed ith ID system 'or e''i(ient /illing and

(olle(tion



6,

Physi(ians and In'ormation2

Communi(ation!ith ea(h other?

In*o4 messaging

!ith our patients? IU Health

!ith our re'erring physi(ians

&uto9'a4 Dire(t a((ess

mployers



67

P#'SICIAN(S OR)ERS

OR)ERS #AN)*RITTEN+,+-min )octor .rites order

+,// A%erage until unit secretary enters order

+,00 &nit secretary enters order

+,/1 A%erage until nurse begins to %eri2y order

+,+3 Nurse %eri2ies order

0,-3 Pharmacy recei%es order

OR)ERS 4ENERATE) ONLINE+,+/ )octor .rites order5Pharmacy recei%es order

Sour(e2 Modern Health(are# %00=



6B

MR and Physi(ians orders

In hospitals# hen physi(ians order

medi(ations 'or patients ele(troni(ally#

serious medi(al errors ere redu(ed /y BBF"

D" *ates# M"D"# *righam and !omens Hospital"



66

Do(umentation

Do(umentation o((upies a signi'i(ant

portion o' physi(ians e''ort in providing

medi(al (are"

Good do(umentation improves medi(al (are

and a de'ense against medi(al lasuits More lasuits are de'ended /e(ause o' good

re(ord @eeping than /e(ause o' a(tual events"



6

Credi/ility o' Medi(al Re(ordsCredi/ility o' Medi(al Re(ords

Delayed 'iling o' la/ resultsDelayed 'iling o' la/ results

In(omplete 'ilesIn(omplete 'iles Illegi/le re(ordsIllegi/le re(ords

&ltered re(ords&ltered re(ords

La/ri(ated re(ordsLa/ri(ated re(ords +oss and (on(ealment o' re(ords+oss and (on(ealment o' re(ords



68

Physi(ian Do(umentation

M)HC is in the 'ore'ront o' implementing

these (apa/ilities Aver =00#000 Poer Kotes have /een (ompleted

– almost all inpatient

!e have the s@ill and (ommitment o'

physi(ians ne(essary to (ontinue progress inthis area



6>

Plan o' Care ;he most appropriate plan o' (are re:uires

the presen(e o' all needed in'ormation at

the point o' de(ision9ma@ing In its simplest – this (on(ept means everything

no availa/le on paper spread out a(ross asystem o' (are is availa/le instantly in anorganied# retrieva/le 'ashion at all lo(ations o'(are via the MR



0

Physi(ians and In'ormation2noledge at the Point o' Care

An9line resour(es Stru(tured do(umentation

Arder sets

&lerts Q reminders Continuous Uuality Q Sa'ety Improvement



=



%

Health Insuran(e Porta/ility and

&((ounta/ility &(t HIP&&J Se(ured a((ess to the data2

Passord

le(troni( signature

Close monitoring a((ess to MR2 mployees are prohi/ited to vie even their on

medi(al re(ords"



,

*ene'its o' MR

Re' ,# 7# B# 6

Improves :uality o' (are In'ormation availa/le at time and pla(e o' (are

Redu(es medi(al errors Improves (oordination o' (are

Providers /etter pro'essional lives

More e''i(ient More e''e(tive

+ess pro'essional lia/ility



7

*ene'its o' MR

Re' ,# 7# B# 6

Improves the institutions 'inan(ial per'orman(e2 Improves /illing and (olle(tions through timely and more

a((urately su/mitting the (harges to insurers"

Redu(es health(are (osts resulting 'rom ine''i(ien(y and

in(omplete in'ormation

Redu(es the (ost o' pro'essional lia/ility Increases %olume by retaining and recruiting more

atients and hysicians



B

CRM Strategy

*alan(e the /usiness in 'avor o' the (ustomer

Maintain (ustomer loyalty

D&;&# D&;&# D&;&

Uualitative resear(h to understand (ustomers

Develop spe(ialty programs that meet (ustomers

interests no hi(h mar@ets and mar@eting strategies are

the most pro'ita/le

Re'" %6



6

CRM *estPra(ti(es



*est Pra(ti(es

<ision 3 Strategy

no your Customer

Di''erentiate

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8

Re'eren(es

=," Miller# Ro/ert H" and Sim# Ida" .Physi(ians )se o' le(troni( Medi(al Re(ords2 *arriers and Solutions/” .ealth

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=7" rass# P"# “CRM% &nce More, Without Reelin#” Mar(h =# %00,5

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=6" http233"peopleso't"(om 5 last a((essed A(to/er =# %007"

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%0" http233sie/el"(om5 last a((essed A(to/er =# %007"

%=" Spit# eith" .+essons +earned /y a CRM <eteran"1 Co!"uter*orld " Sep %0# %007" <ol" ,8# p" %6"

%%" *lei(her# Paul" .&n Imposing Change"1 $har!aceutical Executive" $un %007" p"p" %69,0"

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%8" Dy(he# $"# The CRM uide to Custo!er Relationshi" Mana#e!ent # &ddison9!esley# *oston# %00%

http://www.cfo.com/article/1,5309,8948/BS/12/4,00.html

http://www.peoplesoft.com/

http://www.sap.com/

http://www.onyx.com/

http://www.convergys.com/

http://www.pharmafile.com/pharmafocus/Features/feature.asp?fID=357&m=7





http://guide.darwinmag.com/technology/enterprise/crm/index.html?
















http://www.onyx.com/

http://www.sap.com/




http://www.cfo.com/article/1,5309,8948/BS/12/4,00.html



Re'eren(es

%>" +arson# $"# ;he &riona Repu/li(

,0" President *ushs State o' the )nion address# =3%03%007

,=" oal(y@# +"# Glo/al Sta''

,%" M(Gee# M""# In'ormationee@"(om,," Modern Health(are# %00=

,7" *ates M"D"# $" *righam and !omens Hospital

crm in service sector

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