Customer Relationship Management (CRM)

Customer relationship management carries with it a number of advantages for customers and can be of great benefit to a medical office. CRM amounts to value maximization, which is more than a simple service value as it includes the enthusiasm of employees and managers and the energy to create value (Books, 2009). Today, if a medical office cannot get the most out of the value it does not realize the interest of the stakeholders. In this case, the visionary CRM allows the use of various criteria to make the needed tradeoffs amongst the stakeholders. The CRM strategies start with an actionable comprehension of the concept. In the current situation, the preeminent competitive market in the medical world should have a good link with the clients; hence, CRM could be essential in this case.

The CRM concept provides a good relationship between the service provider and the client enhancing satisfaction. This way, the anticipated and received value can be monitored easily and adjusted appropriately. The client value hierarchy assists in assessing the exact estimates and needs of the clients (Hoboken, 2008). The client’s perception of the medical service based on performance counts a lot towards the welfare of the medical office. The value received by the client leads to the formation of general satisfaction feelings (Books, 2009). Any medical office should apply various strategies that include a constant process of development realizing through customer relationship management.  

The dangers of ineffective communications within a medical office can be easily noted. It can lead to poor customer value maximization based on competitive advantage and fail to keep lifetime clients and the anticipated mutual value benefit (Hoboken, 2008). Ineffective communication renders the medical office devoid of the frameworks for realizing the client needs and thinking about the value of the client. It interferes with the ways of capturing and maintaining clients and other referrals to enhance long-term benefits.


  1. Ruskin-Brown, I. (2006). Mastering marketing: a comprehensive introduction to the skills of developing and defending your company's revenue. London: Thorogood.
  2. Kitchen P. J., & Pelsmacker P. De (2004). Integrated marketing communications: A primer. London: Routledge.
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