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CRM systems in German Hospitals = illustrations of issues & trends /

Record Type:	Electronic resources : Monograph/item
Title/Author:	CRM systems in German Hospitals/ Mahesh S. Raisinghani ... [et al.].
Reminder of title:	illustrations of issues & trends /
other author:	Raisinghani, Mahesh S.,
Published:	Hershey, PA :Idea Group Pub., : c2005.,
Notes:	"IT5760."
Subject:	Customer relations - Information technology - Germany. -
Online resource:	https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=127212An electronic book accessible through the World Wide Web; click for information
ISBN:	1417576669 (electronic bk.)

CRM systems in German Hospitals = illustrations of issues & trends /
CRM systems in German Hospitalsillustrations of issues & trends /[electronic resource] :Mahesh S. Raisinghani ... [et al.]. - Hershey, PA :Idea Group Pub.,c2005.

"IT5760."

Includes bibliographical references.

Made available through NetLibrary; access may be limited to NetLibrary affiliated libraries.

German public hospitals face governmental and regulatory pressures to implement efficiency and effectiveness metrics, such as the classification of a Diagnosis Related Groups (DRG) system, by the year 2005. The current average patient stay of nine days in German hospitals is relatively high compared to France with 5.5 days and USA with 6.2 days. CRM will help increase customer satisfaction, loyalty and retention. Multiple case studies, including one German hospital compared to two Dutch hospitals, as well as interviews with the management of two additional German hospitals, reveal that no hospital currently has an integrated CRM system. Rather, separate organizational functions collect and store quantitative and qualitative patient data. Furthermore, the challenges of data sharing and data security are significant barriers for technological changes in hospitals. This study focuses on CRM in a modern German hospital as it realigns its processes and strategies in order to focus on efficiency and customer satisfaction in a very competitive market.

Mode of access: World Wide Web.

ISBN: 1417576669 (electronic bk.)Subjects--Topical Terms:

846314
Customer relations
--Information technology--Germany.Index Terms--Genre/Form:

542853
Electronic books.

LC Class. No.: R727.3 / .C76 2005eb

Dewey Class. No.: 610.6960285

CRM systems in German Hospitals = illustrations of issues & trends /
LDR:02350cmm a2200325 a 45 001 741267
003 OCoLC
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006 m d
007 cr cnu---unuuu
008 250519s2005 pau sb 000 0 eng d
020 $a 1417576669 (electronic bk.)
035 $a ocm57651990
035 $a 741267
040 $a N $c N $d OCLCQ
043 $a e-gx---
049 $a AMFA
050 1 4 $a R727.3 $b .C76 2005eb
082 0 4 $a 610.6960285 $2 22
245 0 0 $a CRM systems in German Hospitals $h [electronic resource] : $b illustrations of issues & trends / $c Mahesh S. Raisinghani ... [et al.].
260 $a Hershey, PA : $c c2005. $b Idea Group Pub.,
500 $a "IT5760."
500 $a "This article appears in the journal, Journal of Cases on Information Technology, Vol. 7, No. 4."
500 $a Caption title.
500 $a Title from e-book title screen (viewed Feb. 12, 2005).
504 $a Includes bibliographical references.
506 $a Made available through NetLibrary; access may be limited to NetLibrary affiliated libraries.
520 8 $a German public hospitals face governmental and regulatory pressures to implement efficiency and effectiveness metrics, such as the classification of a Diagnosis Related Groups (DRG) system, by the year 2005. The current average patient stay of nine days in German hospitals is relatively high compared to France with 5.5 days and USA with 6.2 days. CRM will help increase customer satisfaction, loyalty and retention. Multiple case studies, including one German hospital compared to two Dutch hospitals, as well as interviews with the management of two additional German hospitals, reveal that no hospital currently has an integrated CRM system. Rather, separate organizational functions collect and store quantitative and qualitative patient data. Furthermore, the challenges of data sharing and data security are significant barriers for technological changes in hospitals. This study focuses on CRM in a modern German hospital as it realigns its processes and strategies in order to focus on efficiency and customer satisfaction in a very competitive market.
538 $a Mode of access: World Wide Web.
650 $a Customer relations $x Information technology $z Germany. $3 846314
650 $a Hospitals $z Germany $x Administration $x Data processing. $3 846315
650 $a Management information systems $z Germany. $3 846316
650 $a Patient satisfaction $x Information technology $z Germany. $3 846317
655 $a Electronic books. $2 lcsh $3 542853
700 $a Raisinghani, Mahesh S., $d 1967- $3 805320
710 $a NetLibrary, Inc. $3 542851
856 4 0 $3 Bibliographic record display $u https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=127212 $z An electronic book accessible through the World Wide Web; click for information
994 $a 92 $b AMF