Organizational perspective of CRM implementation factors in hospital

摘要

Customer Relationship Management (CRM) projects implementation have been popular in the organizations and during three consecutive years, CRM related issues were in the top nine lists most concern for the chief executive officers in the USA because failure rate of IT project implementation is quite high. In reality, there have been many failed CRM projects. According to previous literatures, failure rate is between 30% and 70%. Although many investigations had been done on Critical Success Factors (CSF) and were produced long list of CSFs and Critical failure factors (CFF), but guidance in this era is very little and need more study. Specifically, more powerful theoretical models of CRM system implementation are needed for managers to get better understanding of the success factors. To this end, current article focused on organizational CRM implementation success factors in hospital and proposed a model to clarify the potential risk by reviewing and introducing effective success factors for implementing CRM. This paper zoomed on the organizational factors and software and patient factors are considered for further work. Practical investigations are needed to validate proposed model.