What Does It Take to Achieve Healthcare CRM Maturity Across the Enterprise?
Denise Davis, vice president of marketing technology and operations, Emory Healthcare
In Part 1 of this series, panelists explored where CRM work should begin: with business strategy, practical use cases, and cross-functional coordination. That is the foundation.
This second article picks up where that discussion left off. Once healthcare organizations have aligned around strategy, they still have to answer a more operational set of questions. How do they personalize communications without crossing the line? How do they govern messaging across teams and systems? How do CRM insights fit into real workflows? And how should performance be measured in ways that resonate beyond marketing?
Those questions were at the center of the same Strategic Health Care Marketing webinar, CRM in Action: Building Smarter, More Integrated Programs.
In this article, the conversation turns to the next layer of CRM work: personalization, governance, frontline workflow, and ROI.
Read the full article here: Turning CRM into an Enterprise Growth Strategy, Part 2: Personalization, Governance, and ROI
Best regards,
Matt Humphrey
President
Related Articles
Turning CRM into an Enterprise Growth Strategy, Part 2: Personalization, Governance, and ROI
Turning CRM into an Enterprise Growth Strategy, Part 1: Start With Strategy, Coordination
Focus on CRM: How Leading Healthcare Organizations Win by Turning Data into Action [eBook]
CRM in Action: Building Smarter, More Integrated Programs – Webinar Recording [Membership or free-trial to Strategic Health Care Marketing required to view webinar.]