Managing Consumer Relationships through Effective CRM Practices in a Hospital Setting

Authors

  • Dr. Nidhi Nigam Author

DOI:

https://doi.org/10.53555/AJBR.v28i4S.8717

Keywords:

AI-driven healthcare, CRM, Data security, Patient satisfaction

Abstract

The application of Customer Relationship Management (CRM) solutions in healthcare has significantly improved patient engagement, business efficiency, and service quality. This study compares the impact of CRM adoption at the Mayo Clinic (USA), the United Kingdom (UK) National Health Service (NHS), and a Tertiary Care Hospital (India), yielding impressive outcomes, including a 23% increase in patient satisfaction and a 40% increase in business efficiency. Though CRM enhances health services, problems such as threats to data security, high costs, and reluctance to adopt digital solutions continue to exist. Future studies need to explore Artificial Intelligence (AI)-powered personalization, blockchain security, and the role of CRM in global healthcare standardization.

Author Biography

  • Dr. Nidhi Nigam

    Public Health Professional, New Delhi, India

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Published

2025-09-30

Issue

Vol. 28 No. 4S (2025)

Section

Research Article

License

Copyright (c) 2025 Dr. Nidhi Nigam (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Managing Consumer Relationships through Effective CRM Practices in a Hospital Setting. (2025). African Journal of Biomedical Research, 28(4S), 526-532. https://doi.org/10.53555/AJBR.v28i4S.8717