The Touchpoint Podcast is dedicated to in-depth, topical discussions on hospital and health system digital marketing and digital patient engagement strategies. Hosted by Reed Smith and Chris Boyer, we will cover trends in technology, processes, and approaches that are impacting hospital systems.
In Episode 4 of the TouchPoint podcast, Reed Smith and Chris Boyer take on the topic of customer relationship management’s (CRM) use in hospitals and health systems. They discuss the history of CRM in hospitals, briefly touch on the complementary technologies of marketing automation and PRM, and how hospitals are now moving the CRM out of the marketing suite to be used across the enterprise. They even cover some of the top reasons why CRM’s fail, and interview CRM expert Justin Rodriguez on the future of CRM in healthcare. An informative episode that only begins to scratch the surface of this critical technology.
Mentions from the show
- Justin Rodriguez, CRM consultant
- “The Top Reasons CRM Fails” – Chuck Shaeffer
- CRM Definition
- HFMA Lone Star Spring Institute
- Mayo Clinic Social Health Network Webinar
- The Healthcare Marketing & Physician Strategies Summit