Opportunities and Challenges in Implementing CRM in Class C Private Hospitals: A Case Study

Jeffry Rustandi ; Benny Ranti ; K P Suharyono ; Marisi Pakpahan
International Journal of Management Science and En... 📅 2024 Vol 1, No 4 🔗 DOI: 10.70062/globalmanagement.v1i4.23
Abstract
This study examines the opportunities and challenges of implementing Customer Relationship Management (CRM) in Class C private hospitals in Bogor, Indonesia. Using a mixed-methods approach, the research combines qualitative and quantitative analyses, including SWOT and Quantitative Strategic Planning Matrix (QSPM) methods, to identify the most effective CRM model. Findings reveal the hospital's internal strengths, weaknesses, external opportunities, and threats, offering strategies to improve patient engagement and operational efficiency. The results emphasize the critical role of digital transformation, staff training, and strategic adaptation to meet the needs of non-BPJS patients in a rapidly evolving healthcare landscape. The research contributes significantly to the development of CRM models tailored to healthcare institutions in emerging market..
Keywords
Customer Relationship Management; Healthcare; SWOT Analysis; QSPM; Digital Transformation
How to Cite

Jeffry Rustandi, et al. (2024). Opportunities and Challenges in Implementing CRM in Class C Private Hospitals: A Case Study. International Journal of Management Science and Entrepreneurship, 1(4). https://doi.org/10.70062/globalmanagement.v1i4.23

Jeffry Rustandi; Benny Ranti; K P Suharyono; Marisi Pakpahan, "Opportunities and Challenges in Implementing CRM in Class C Private Hospitals: A Case Study," International Journal of Management Science and Entrepreneurship, vol. 1, no. 4, 2024.

Jeffry Rustandi; Benny Ranti; K P Suharyono; Marisi Pakpahan. "Opportunities and Challenges in Implementing CRM in Class C Private Hospitals: A Case Study." International Journal of Management Science and Entrepreneurship, vol. 1, no. 4, 2024.

Jeffry Rustandi; Benny Ranti; K P Suharyono; Marisi Pakpahan. "Opportunities and Challenges in Implementing CRM in Class C Private Hospitals: A Case Study." International Journal of Management Science and Entrepreneurship 1, no. 4 (2024).

Jeffry Rustandi, et al. (2024) 'Opportunities and Challenges in Implementing CRM in Class C Private Hospitals: A Case Study', International Journal of Management Science and Entrepreneurship, 1(4). doi: 10.70062/globalmanagement.v1i4.23.

Jeffry Rustandi; Benny Ranti; K P Suharyono; Marisi Pakpahan. Opportunities and Challenges in Implementing CRM in Class C Private Hospitals: A Case Study. International Journal of Management Science and Entrepreneurship. 2024;1(4).

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