Healthcare CRM refers to healthcare customer relationship management. This system helps the healthcare organization by providing better management in taking care of the patients. A patient approaches healthcare to get relief from the pain. Better management is required to manage the doctor's availability to provide relief to the patient. So communication is a must with both the doctor and the patient. The system is so efficient that it improves the communication and the services delivered. The healthcare CRM is helpful in the collection of patient data from other sources. The system helps in sales and marketing activities through online forms, and feedback forms. The healthcare CRM technology assists in automating the healthcare facilities like text messages, sending emails ( for confirming the appointment date and time, payment terms, etc.), and providing information on test results. Since the technology is so efficient, the focus is made more on the treatment of patients rather than all these administrative procedures. There is an option of combining the healthcare organizations (that are related to diagnosis, treatment, rehabilitation, and health promotion) with delivery management through the healthcare CRM system. The factors like minimization of error, technological improvements, and speed in workflow drive the healthcare CRM market towards growth. Though the technology is good, it works efficiently only when qualified and experienced professionals handle it. A lack of professionals may hamper the healthcare CRM market growth. The factors like cost and threat to the security of patients’ information may also hamper the market.
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The healthcare CRM market can be segmented on the mode of delivery, information type, component, application, region, and end-user. According to the mode of delivery category, the market is divided into on-premise and cloud-based. The operational, collaborative, and analytical CRM segments come under the information type category. The component category is divided into software and service segments. The market is divided into patient management, communication module, report module, and task management according to the application category. The segments like providers and healthcare payers come under the end-user category. According to the regional category, the market is divided into North America, Europe, Asia-Pacific, and the rest of the world.
The operational CRM of the information type category contributes maximum to the market growth. The cloud-based system belonging to the delivery category has the largest share in the market. In the component category, the software segment contributes maximum to the market. In the end-user category, the healthcare providers have the largest share in the market growth. According to the regional category, North America dominates the market. In the application category, the communication module has the largest share of market growth.
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The global analysis of the healthcare CRM market confirms growth of 13.4% CAGR by the end of 2025. The increase in chronic patients, aged people, technological improvements, increase in hospitals, and facilities of virtual care for people who cannot come to the hospitals are some factors that drive the market towards growth. The factors like lack of professionals and non-accessibility of data due to strict rules hamper the market growth.
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