scholarly journals Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review

2020 ◽  
Vol 71 ◽  
pp. 103442
Author(s):  
Yahia Baashar ◽  
Hitham Alhussian ◽  
Ahmed Patel ◽  
Gamal Alkawsi ◽  
Ahmed Ibrahim Alzahrani ◽  
...  
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Systematic Literature Review ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Systems ◽  
Healthcare Environment

Customer relationship management and its impact on innovation: A literature review

2021 ◽  
Vol 129 ◽  
pp. 83-87
Author(s):  
Vicente Guerola-Navarro ◽  
Hermenegildo Gil-Gomez ◽  
Raul Oltra-Badenes ◽  
Javier Sendra-García
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

Suitability of Customer Relationship Management Systems for the Management of Study Participants in Biomedical Research

2013 ◽  
Vol 52 (04) ◽  
pp. 340-350 ◽  
Author(s):  
O. Rienhoff ◽  
T. G. Schulze ◽  
S. Y. Nussbeck ◽  
J. Schwanke
Keyword(s):  
Customer Relationship Management ◽  
Biomedical Research ◽  
Relationship Management ◽  
Study Participant ◽  
Requirements Analysis ◽  
Customer Relationship ◽  
Management Systems ◽  
Quality Of Data ◽  
Suitability Evaluation ◽  
Study Participants

SummaryBackground: Longitudinal biomedical research projects study patients or participants over a course of time. No IT solution is known that can manage study participants, enhance quality of data, support re-contacting of participants, plan study visits, and keep track of informed consent procedures and recruitments that may be subject to change over time.. In business settings management of personal is one of the major aspects of customer relationship management systems (CRMS).Objectives: To evaluate whether CRMS are suitable IT solutions for study participant management in biomedical research.Methods: Three boards of experts in the field of biomedical research were consulted to get an insight into recent IT developments regarding study participant management systems (SPMS). Subsequently, a requirements analysis was performed with stake-holders of a major biomedical research project. The successive suitability evaluation was based on the comparison of the identified requirements with the features of six CRMS.Results: Independently of each other, the interviewed expert boards confirmed that there is no generic IT solution for the management of participants. Sixty-four requirements were identified and prioritized in a requirements analysis. The best CRMS was able to fulfill forty-two of these requirements. The non-fulfilled requirements demand an adaption of the CRMS, consuming time and resources, reducing the update compatibility, the system’s suitability, and the security of the CRMS.Conclusions: A specific solution for the SPMS is favored instead of a generic and commercially-oriented CRMS. Therefore, the development of a small and specific SPMS solution was commenced and is currently on the way to completion.

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