Customer Relationship Management

WHAT? WHY? HOW?

WHAT IS CRM?• Customer relationship

management (CRM) system enable organizations to create and manage relationships with their customers.

• In 1990s, interest in this area began to Grow• In the early 2000s academic

literature grew significantly.

WHY CRM?CRM applications are usually targeted to:• build new relationships• Increase customer• value and obtain higher customer retention, • Establish long term relationship • higher profitability.

In the healthcare sector the key customers are patients.

How CRM works?

CRM

Marketing

Communication

Service Approach

CustomerCare

How CRM works?

CRM

Service Approach

Customer Care

Marketing

Communication

CRM | Service Approach• Establish dedicated high quality services. • Non Compromising attitude towards

service quality.• Associated low prices.• Strong Humane background for serving the

community.• Beyond the Boundary approach to the

Community

Service Approach| Our Services1. An Out-patient

medical clinic including• Diabetic Day care.• Maternity care• Pediatric Care• Specialized Consultation.

2. Diagnostic laboratory services covering all sorts of Blood, urine, stool tests.

Service Approach Our Services1. Imaging Services: • Ultrasonogram• Echocardiogram, • Color Doppler.

2. A Mini OT to perform all OT under LA, dressing, casting etc.

3. Ambulance Service

Service Approach| Our Services1. Physiotherapy and

Rehabilitation: to provide patient centric therapeutic modality and follow-up services.

2. A Pharmacy

Service Approach| Beyond the BoundaryCommunity Health Approach

1. School Health Program

2. Free Friday Clinic

3. Free First-Aid workshop

How CRM works?

CRM

Marketing

Communicaton

Communication

Service Approach

CRM| Marketing

1. Service / Product Based Marketing

2. Corporate Relations3. General Marketing

LMRF Healthcare | Project Overview

The phased construction and establishment of a health center to provide for the quality healthcare needs of Comilla district, totaling approximately 5,304,000 people who have little to no access to medical care.

Marketing| Service Based1. Each CRO will be assigned for Marketing of specific

Services.2. Each of them will be guided, Trained to do target oriented

marketing of each services3. They will work against specific monthly target and will be

rewarded and fined accordingly.4. They will:• Visit target Locations (Medical college), • meet with Specified Target group (Doctors and Patients)• Communicate and convince them about our services.• Build trust among the target group.

Marketing| Corporate RelationsPrivate Company, NGOs, School / Colleges could be offered specified services according to their needs. Following are few samples of our offers

1. Special Discount for All Employees on Every services.2. Quarterly Free Health Education Seminar3. Office Report Delivery4. Appointment arrangement in Corporate Hospitals in Dhaka5. Medical Consultancy

Upcoming Opportunities:Darpan Rehab Center, Medicine Dept. of CoMCH

Marketing| General Marketing

1. Leaflet Distribution at locality and public places2. Micking of special events3. Home visit and dessimination of services4. Local Pharmacy and Doctor visit

Marketing| ToolsTangible1. Business Card2. One page publicity leaflet3. Investigation list4. Preventive Health-Check Leaflet5. LH Folding brochure.6. Small Gift Materials 7. Banner8. Festoon9. Micking.

In Tangible1. Branding Out door signs.2. Doctor’s Name plate & signs.

How CRM works?

CRM

Customer Care

Service Approach

Marketing

Communicaion

CRM| Customer CareKey focus of Customer Care is to establish strong bondage between LH and Patient.Having better patient relationships and better patient loyalty will benefit both our organization and the patient.

Customer Care| Few Activities1. Take care of all patients came at the center for treatment2. Help in Registration3. Guide patients for desired service, Payment etc.4. Calm patient's who becomes agitated due to long waiting.5. Share all services information available in a cordial manner6. Encourage patient's to do reg. who came for Diag. test only7. Take review from Patient's about the service they received.8. Ensure Follow-up. Keep patient's adhere to the center.9. Text, Call and Home visit (if necessary).

CRM| Communications

www.lmrfhealthcare.comwww.facebook.com/LMRF.healthcare

Customer Relationship Manager

Marketing

Arman (Sn. CRO)

Kaykobad(CRO)

???(Jn. CRO)

Customer Care

Shimul (FDO)

???(FDO)

Mrs. Nasima(CCO)

Aldrina (Jn. CCO)

Communications

CRM| Team

Q2 Target for CRM Team

Personnel Services April May June

Kamar Uddin Arman Ultrasonography 15 30 45

Kamar Uddin Arman Echo / Color Doppler 8 15 23

Kamar Uddin Arman Laboratory Tests 15 30 45

Kamar Uddin Arman Physiotherapy & Rehab 15 30 45

CRM Corporate Relations 60 120 180

CRM Preventive Health Check 2 3 5CRM Ambulance Services 1 3 5

Kaykobad Diabetic Care 10 20 30

Kaykobad Maternity Care 10 20 30

Kaykobad General Patients 10 20 30

Kaykobad Specialist Consultant's Patients 20 40 60Imam Hossain Mini OT Services 10 20 30

THANK YOU