Journal Press India^®

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Customer Relationship Management (CRM) is how to attract new customers coming to an organization, retaining them throughout the entire lifetime of a relationship, and extending other services or products to the existing customers. Likewise, in the healthcare environment, healthcare providers are challenged to acquiring potential patients for the healthcare services, retaining them to use the services, and extending various services in the future. In order to achieve those strategies, healthcare provider must consider establishing closeness of relationship between patient-healthcare providers, offer convenience of services, and build trust of information sharing. 

Keywords

CRM; Patient Management; Information Sharing; Patient Health Care

1. Jagdish sheth & Atul Parvatiyar of Emory University, U.S.A. “Evolving Relationship marketing into a discipline”, Journal of  Marketing , Oct 2002 pp 111
2. Jagdish sheth & Atul Parvatiyar of Emory University, U.S.A. “The Domain and conceptual foundations of Relationship marketing “ , Journal of Marketing , Sep 2005 pp 87-90
3. Gowri Shankar, Vijaya A Naik, J N Medical College, Belgaum, Karnataka, India
4. and Rajesh Powar, KLES, Dr. Prabhakar Kore Hospital and Medical Research Centre, Belgaum, Karnataka, India  “Epidemiolgical Study of Burn Injuries Admitted in Two Hospitals of North Karnataka” , South Asian  Journal of Community Medicine”, Jan-2003 ; pp 202-207
5. Sham S. Bhat, Sharan S. Sargod and B.S. Kiran Kumar,  Yenepoya Dental College Hospital, Nithyananda Nagar P.O., Deralakatte, Mangalore “Pediatricians’ Views About Oral Health Care” , Indian J Pediatr 2006; 73(6) : 535-536
6. G.M.Naidu - University of Wisconsin, Jagdish sheth & Atul Parvatiyar - Emory University, U.S.A. and Lori Westgate - HCIA Inc, Baltimore.” Does relationship marketing pay - An emphirical investigation of relationship marketing practices in Hospitals”, Jan-2008 pp 101-105
7. M.L.Agarwal - Professor of IIM, Lucknow and N.C.Borah - MD GNRC Hospital, Guwahati. “Building relationship through pricing”, IIJM Jun-2007, pp 76-80
8. Dr. K. Elangchezhian , HOD , MBA Dept, D. Malmarugan , Ph.D Scholar, Vellore Institute of Technology, Deemed University , Vellore “Study On Customer Relationship Management Practices In Hospitals”, International Journal of Management” , Jun-2005 , pp 50
9. Jagdish Bhatia Professor Emeritus, Indian Institute of Management, Bangalore, India  and John Cleland  Professor of Medical Demography, London School of Hygiene and Tropical Medicine, UK “Health care of female outpatients in south-central India: comparing public and private sector provision”, Oxford University Press, 2004; 19(6): 402–409
10. Mr. Ravi Duggal, “Centre for Enquiry into Health and Allied Themes”, Indian Journal  Health and Allied Themes 2001. Delhi

Books

1. H PEERU MOHAMED & A SAGADEVAN, ‘Customer Relationship Management – A Step by Step Approach’  Vikas Publishing House Pvt Ltd, 2003 (HPM-AS)
2. JAGDISH SHETH AND ATUL PARVATIYAR ‘Handbook of Relationship Marketing’ , Response books, Sage Publications, 2003
3. PAUL GREENBERG, CRM - At the Speed of Light ,Tata McGraw-Hill, 2001
4. Naresh K. Malhotra, Marketing Research, 3^rd Edition, Pearson Education  Asia, 2001.
5. KENNETH E CLOW, DAVID L KURTZ, Services Marketing , Biztantra  publications, 2^nd edition, 2008, pp 158-161
6. VALARIE ZEITHMAL, MARY JO BITNER, Services Marketing, Tata Mc Graw Hill publications, 3^rd edition, 2003,  pp 318-321

 Websites  

1. www.cdc.gov/ncidod/dvbid/dengue/
2. www.bellomyresearch.com/definitions.htm
3. www.bus.emory.edu
4. www.cehat.org
5. www.CRMCommunity.com
6. www.crmguru.com,
7. www.customersurveystore.com/The_Process/Definitions/definitions.html
8. www.microinsuranceacademy.org
9. www.ResearchOnIndia.org
10. www.twincityinfo.com