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

International Journal of Computer Applications
© 2012 by IJCA Journal
Volume 50 - Number 20
Year of Publication: 2012
Hossein Monem
Ab Razak Che Hussin
Roxana Sharifian

Hossein Monem, Ab Razak Che Hussin and Roxana Sharifian. Article: Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries Hospitals. International Journal of Computer Applications 50(20):5-12, July 2012. Full text available. BibTeX

	author = {Hossein Monem and Ab Razak Che Hussin and Roxana Sharifian},
	title = {Article: Comprehensive Prioritized Perspectives of CRM System for Implementation in the Developing Countries Hospitals},
	journal = {International Journal of Computer Applications},
	year = {2012},
	volume = {50},
	number = {20},
	pages = {5-12},
	month = {July},
	note = {Full text available}


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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