体检中心客户关系管理探讨

PRACTICE AND EXPERIENCE OF THE CUSTOMER RELATIONSHIP MANAGEMENT IN PHYSICAL EXAMINATION CENTER

随着健康体检市场竞争的日益激烈,各体检机构从数量竞争、价格竞争阶段的基础上,已发展为服务质量和服务品牌的竞争。笔者从客户关系管理(CRM)的理论分析入手,介绍了健康体检中心CRM的定义及其特点,重点阐述了医院健康体检中心的客户构成及健康体检流程。通过实行客户关系管理,健康体检中心服务质量及品牌效益得到提升,实现可持续性发展。

Along with the intensified competition day by day in the health examination market, the core topic of competition has changed from quantity and price to service quality and service brand. Beginning with the analysis of CRM theories, the thesis has introduced the definition of CRM and its characters. This article focuses on the composi- tion of customer and the physical examination process. The conclusion is that the service quality and service brand was improved through customer relationship management so realize continuous development.