Customer Relationship Application Research Of YL Health Recovery Hospital

As expansion of domestic demand in emerging service industries, Health management industry’s rise and development in western countries has gone through nearly half a century. In China, the health management industry has just started and is a sunrise industry. With the deterioration of environmental conditions and the increasing of social competitive pressure, most of the physical condition of white-collar is long term in sub-healthy condition. The "three-high tendency" rate is increasing among young people, not only jeopardizing the health and social elite, but also bringing a heavy burden of medical insurance to the community and the state. So, research and promotion the development of health management industry in the country is both necessary and important, which also can lead to economic and social benefits.One of the prominent problems of development of health management organizations currently is that there’s too much attachment to traditional health care system. These results in that most agencies and levels of service are difficult to meet consumer demand. It is the service to compete successfully in the market that kills in the measure of a health management company competitive strength, in addition to a variety of hardware equipment and personnel quality. Among the research in the field of services, customer relationship management (CRM) system has been in theory and practice of community at home and abroad of a hot topic. CRM system emphasizes customer preferences from the point of view of developing business marketing, sales and service processes, the concept of "customer is God" concept of market competition. Therefore, a large domestic health management organization can build a sound system to enhance competitiveness CRM. Based on the background above, this paper studies in the health management and customer relationship management, basic concepts based on the results of home and abroad, combined with our practical development of health management industry, and fully discussed the implementation of the CRM system, the necessity and feasibility. By building a framework for CRM system model, health management organizations detailed a model of the four elements:the establishment of CRM system needs analysis, customer identification, customer development and customer maintenance. Meanwhile, the article Rehabilitation and Health Care Hospital in YL, details the process of the implementation and effectiveness of CRM systems:thanks to the customer information through the establishment of databases, the company achieves in information sharing, improvement of work efficiency and reduction of operating costs. The initial Laikan achieved good effect on the market. However, CRM system implementation process also faces many problems, such as customer information collection channels, the customer information analysis and how to provide customers with customized services, the implementation of the article for issues encountered in the analysis are accordingly, gives the response and suggestions.Through literature research, modeling and case studies, the article concluded as follows:The Chinese health management industry for customer relationship management information technology will improve the health management of such good for the health needs of a large number of consumers, and also effectively improve the health of our residents, reducing social health costs. Implementation of the CRM system needs to do customer needs analysis, customer identification, customer development and customer to maintain a series of links. The paper discusses the CRM system, in considering the basic building models and procedures, the highlight from the customer preferences and needs, the CRM system more easily understood as a more customized service to carry out the tool.Deficiency of the research paper mainly reflects in:CRM System in the application of health management industry, with almost no precedent in the country, combined with the author not knowing enough about the industry expertise and in-depth, may ends in that the elaborate application of customer relationship management remained mostly in theoretical level of real engineering systems operational aspects of CRM information technology involves little more to give the management and operation of the principle, so that the depth of the article a bit lacking. The paper also mentioned several times that to solve the health management industry’s largest customer relationship management, the challenge is how to solve the different needs of many consumers. Customized service often means lower costs and higher efficiency, the implementation of CRM system in the data collection, acquisition, processing and so can effectively improve efficiency, but to the real implementation of the customized services and strategies, the paper did not give a better solution, which is also what the author considering as in the current problems.