【摘要】 研究医院客户关系管理(Customer Relationship Management,CRM)的定义、模型和实现技术.首先,根据客户关系管理的基本概念给出面向患者的医院客户关系管理定义和内涵;其次,根据医院管理特点提出医院服务管理细胞模型,进而建立医院客户关系管理模型;最后,设计出基于网络的分析型医院客户关系管理信息系统,并开发出相应的软件原型.该系统不仅能够支持患者管理,而且能够支持医院系统的科学管理与决策.更多还原

【Abstract】 The management model and implementation technologies of the hospital customer relationship management(CRM) were studied.Firstly,the patient oriented CRM is defined and analyzed based on the CRM’s basic principles.Then,the hospital CRM model is proposed according to the hospital management characteristics.Finally,the information system of the hospital CRM is designed and the WWW based software prototype is developed.The software can provide supports not only to the patient management but also to the hospital operation management and decision process.更多还原