CRM software implementation factors in hospital: Software &amp;amp; patient perspectives

Monem, Hossein; Hussin, Ab Razak Che; Sharifian, Roxana; Shaterzadeh, Habib

doi:10.1109/mysec.2011.6140662

Cited by 5 publications

(5 citation statements)

References 21 publications

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“…Informing patients via SMS and sending text messages on sites and strengthening portals and ports of communication with the patients are among the mandatory measures for the successful implementation of electronic management of communication with the patients. [ 27 33 52 ]…”

Section: Discussionmentioning

confidence: 99%

Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling

Amiri

Bahadori

Rahmati

et al. 2021

J Edu Health Promot

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Section: Discussionmentioning

confidence: 99%

Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling

Amiri

Bahadori

Rahmati

et al. 2021

J Edu Health Promot

View full text Add to dashboard Cite

“…Monem et al, [3,30] listed perspectives and factors of CRM implementation in hospital (see figure3), but he didn't discuss about priorities which exist among perspectives. Normally each one of the perspectives has not same impact on CRM before and during implementation process in hospital.…”

Section: Crm Implementation Perspectives and Factorsmentioning

confidence: 99%

“…Without customer any goal is meaningless to achieve by organizations. If the word -Customer‖ removes from organizations then all business will be closed immediately [3]. CRM is an outcome of marketing issue.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries' Hospitals

Monem¹,

Hussin²,

Sharifian³

2012

IJCA

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Research on the CRM implementation link has been fragmented due to various perspectives on CRM, especially in hospitals. Literatures show that comprehensive research on CRM implementation in healthcare is quite inadequate and lag in the hospitals in terms of IT technology implementation exist. In this study, different perspectives of the CRM implementation were reviewed. Furthermore, in order to prioritize CRM implementation perspectives, 35 high experience experts in the hospital information system, clinical information system, hospital's chief information technology officer and hospital's chief execute officer in Malaysia, Kuwait and Iran were interviewed. The empirical work in three developing countries indicates that resource, management, CRM application system, employees and patient perspectives have the highest to lowest impact. Moreover, results of the interviews showed that unlike regular customers in organizations and companies, patient's involvement as a customer, had not been a considerable impact on success and failure of CRM implementation in the hospital of the developing countries. In addition, lack of measurement models pushed CRM projects to the higher risk.

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“…However, the users' roles in information technology acceptance researches were investigated [3][4][5], observation showed that organizations tend to neglect the roles of users during measuring the success of an information system [2] and then users' characteristics and capabilities roles in success of the IS models has been ignored. Furthermore, many disappointed results were shown by many business reports, academic experts and research groups which IT implementation failure rate is quite high [6][7][8][9][10], while researchers investigated IT implementation success factors [6,11,12]. In order to increase success rate of implementing IS in organizations, the neglected role of user should be cleared in IS success models and framework that have both academic and practical implications.…”

Section: Introductionmentioning

confidence: 99%

Neglected Role of User in Prominent IS Models and Framework

Monem¹,

Hussin²,

Sharifian³

et al. 2013

IJCA

Self Cite

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In modern world, organizations implement the Information System (IS) solution to achieve a range of business benefits and manage the huge amount of produced information. In spite of the importance of information system solution for organizations, the success rates of such IS implementation remain quite low. Although many investigations have been done on IS models and framework, the role of user in IS success measurement is neglected, especially in mandatory system usage. Therefore, more effective theoretical model of IS success measurement is needed for an organization's managers to get better understanding of the role of user to decrease existing failure risks. In order to clarify the aforementioned problem, this research reviewed prominent IS models, framework, and theory and compared them to each other. In this study, an exploratory phase followed to identify existing gap in IS models, framework, and theory.

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CRM software implementation factors in hospital: Software & patient perspectives

Cited by 5 publications

References 21 publications

Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling

Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries' Hospitals

Neglected Role of User in Prominent IS Models and Framework

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CRM software implementation factors in hospital: Software &amp; patient perspectives

Cited by 5 publications

References 21 publications

Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling

Designing a model for patient relationship management in the general hospitals using the combination of analytic hierarchy process and interpretive structural modeling

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries&apos; Hospitals

Neglected Role of User in Prominent IS Models and Framework

Contact Info

Product

Resources

About

CRM software implementation factors in hospital: Software & patient perspectives

Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries' Hospitals