5800 employees / Replaced legacy system / “Automation means clinicians can focus more time on patient care. Northwestern Memorial Hospital, Chicago (PeopleSoft). 4500 users / Replaced legacy system / Strategic part of overall business intelligence strategy. 
80% of organizations report success with CRM programs. “An Imposing Change.” Pharmaceutical Executive. 
Costs 6 to 7 times more to attain a new customer than to retain current customers last accessed October 28, 2004. companies lose 20% of customers every year – not knowing why Studies indicate that increasing the number of customers a company retains each year by just 5% can increase contribution to shareholder value by 40% to 95% Ref 21, 22. Movement will maximize their value and increase profits. Retention of customers gives greater benefit over acquisition of new customers. J., “Realizing Business Benefits Through CRM: Hitting the Right Target In The Right Way” MIS Quarterly Executive, Vol. Transformation All three are necessary, to some degree, for successful implementation of CRM initiatives Goodhue, D. Gartner revealed many businesses underestimate CRM costs by 40-75% Mello, A., “Watch out for CRM’s hidden costs” Octolast accessed on October 29, 2004.ĬRM Infrastructure Dyche, J., The CRM Guide to Customer Relationship Management, Addison-Wesley, Boston, 2002. Gartner estimates that large businesses spend between $30 million and $90 million on CRM initiatives over a 3-year period Mello, A., “Watch out for CRM’s hidden costs” Octolast accessed on October 29, 2004. Importance of CRM to GM’s “Research has shown that companies that create satisfied, loyal customers have more repeat business, lower customer-acquisition costs, and stronger brand value-all of which translates into better financial performance” last accessed October 17, 2004. Increase ROI last accessed September 27, 2004. CRM – “Any application or initiative designed to help an organization optimize interactions with customers, suppliers, or prospects via one or more touch points – such as a call center, salesperson, distributor, store, branch office, Web, or e-mail – for the purpose of acquiring, retaining, or cross-selling customers.”Goodhue, D. CRM – “Strategy used to learn more about customers’ needs and behaviors in order to develop stronger relationships with them” last accessed September 27, 2004. 
Customer Relationship Management CRM in Modern Health Care Delivery Group Presentation – IS 6800 Renee’ Ross Hung Winn M.D., J.D
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