Customer Relationship Management (CRM)

25 Years of Celebrating Excellence: eHealthcare Leadership Awards are Open

ehla logo 25th

// By Susan Dubuque // This year marks the silver anniversary of the eHealthcare Leadership Awards. Join us as we celebrate 25 years of industry innovation and honor your accomplishments from the past year. The Call for Entries is officially open! The eHealthcare Leadership Awards recognize outstanding health websites and digital initiatives, highlighting the role Read More

Value-Based CRM: A New Idea for a New Era of Healthcare CRM

Consumer marketing, patient engagement, care experiences, quality outcomes, marketing effectiveness, and financial performance remain separate factors within a healthcare organization. They come together in the concept of VBCRM.

What you’ll learn:

  • The four C’s disrupting the market for provider services
  • How to eliminate barriers to systemness
  • Driving health system volume and growth
  • How integrating the data expands the aperture
  • Keys to directing patients to the right services
  • Crossing the payment model chasm by embracing loyalty (FFS) and engagement (VBC)
  • Better engagement techniques for patients in their care management program
  • Driving personalized 1:1 customer behavior for a better care journey and improved outcomes.

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Proving Your Value: Marketing as a revenue driver, not a cost center

// Sponsored Post //

The healthcare industry is constantly evolving, facing a multitude of challenges. Health systems are grappling with economic uncertainty, workforce shortages, rising operational costs, and declining reimbursement rates, all while striving to enhance the patient experience. These concerns weigh heavily on the minds of CEOs and leadership teams.

Marketing plays a pivotal role in engaging and acquiring patients in a way that meets them where they are. However, in many organizations, marketing is often seen as a cost center rather than a revenue driver.

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Post-COVID, Data Dictates the Path Ahead at UNC Health

As marketers, we often preach the importance of data-driven decisions. Without data, marketing feels like a guessing game. But at UNC Health, describing the marketing and communications department as “data-driven” feels like an understatement. With an in-house consumer insights team and a robust survey process, data truly sits at the core of everything the team Read More

MarTech Is Moving Fast

Tom Hileman, CEO and president, Hileman Group

Marketing technology (MarTech) is changing fast. How fast? Twenty percent of MarTech innovations available today didn’t even exist in 2016, according to Tom Hileman, CEO and president of the Hileman Group. In health care, Hileman says conversational marketing technology and marketing compliance platforms lead the way with 70 percent growth over the past five years. Read More

Three Top Health System Marketers Share the Latest Trends in MarTech

Paul Matsen, chief marketing and communications officer, Cleveland Clinic

// By Brian Griffin // The growth of MarTech is revolutionizing health care marketing. In this article, you will learn how marketing experts at leading health systems use the latest MarTech tools to communicate more effectively with key audiences, grow patient volumes, and demonstrate marketing’s value to the C-suite. Marketing technology (MarTech) is changing fast. Read More

How Targeted Outreach Helps Bring Patients Back

CHI St. Vincent

Infectious-disease specialists are beginning to give the all-clear signal to bring patients and families back for routine care. But luring valued community members back to health care facilities is proving to be a communications challenge. Consciously or not, families have created their new normal, which may include telehealth instead of office visits, reducing the frequency Read More

Advanced Analytics Drive a Personalized Post-COVID Comeback

Bonnie Ward, market director of marketing and communications, CHI St. Vincent

// By Marcia Simon, APR // CHI St. Vincent in Little Rock, Arkansas isn’t waiting for customers to come back on their own. The health system is proactively reaching out to them, using sophisticated analytics to define the target audience with precision accuracy.  Infectious-disease specialists are beginning to give the all-clear signal to bring patients Read More

Why Consistency at Your Call Center Is so Important

Rachel Donovan, managing director, enterprise marketing strategy, Nemours Children’s Health System

Google is often the place people look first when seeking health information online. Assuming your health care system has done all the right things to optimize discoverability, the patient’s next step is to access care, most often by making a phone call. That first impression determines the course for a potentially long-term relationship. For a Read More

Is Your Call Center Creating Loyal Customers?

Marcia Simon

// By Marcia Simon, APR // Google is often the place people look first when seeking health information online. Assuming your health care system has done all the right things to optimize discoverability, the patient’s next step is to access care, most often by making a phone call. That first impression determines the course for Read More

Digital Front Door Boosts Google Click-Throughs

Alexandra Morehouse, chief marketing officer at Banner Health

“Health care has lagged behind other areas such as financial services or retail in the use of technology to provide a single, consistent customer experience,” says Alexandra Morehouse, chief marketing officer at Banner Health, a nonprofit health system based in Phoenix, Arizona that operates 28 hospitals and several specialized facilities across six states. Morehouse’s background Read More

Banner Health’s Digital Front Door Creates Seamless Patient Experience

Sheryl S. Jackson

View from the C-Suite, with Alexandra Morehouse, Chief Marketing Officer, Banner Health // By Sheryl S. Jackson // When it comes to the use of technology to enhance the customer experience, Amazon is widely recognized as the company that is constantly raising the bar for everyone else. “Health care has lagged behind other areas such Read More

CRMs Present Fundraising Opportunities—and Challenges

Lisa D. Ellis

When most people think of Customer Relationship Management (CRM), it’s usually in the context of service line promotion and prospecting for patients. But CRMs present similar opportunities and challenges for fundraising, too. The most effective health system fundraising campaigns focus time and effort building personal relationships with perspective donors. But for many health care organizations Read More

Integrated Cloud-Based CRMs Open Doors with Major Donors

Lisa D. Ellis

// By Lisa D. Ellis // When most people think of Customer Relationship Management (CRM), it’s usually in the context of service line promotion and prospecting for patients. But CRMs also present similar opportunities and challenges for fundraising, too. Here’s how two health systems recently used CRM and data-related services and tools to strengthen their Read More

Population Health + CRM: A Winning Formula for Behavior Change

[Webinar on Demand]

Sponsored by ndp

This event is free for members of Strategic Health Care Marketing to view thanks to our event sponsor.

Your Presenters:

  • Susan Dubuque, principal and co-founder, ndp
  • James Colvin, marketing analytics lead, ndp
  • Katie Mardigian, transplant outreach coordinator, Hume-Lee Transplant Center, VCU Health

Duration: 60 Minutes

Susan Dubuque, James Colvin, Katie Mardigian

In today’s health care environment, the only thing we can really count on is CHANGE, and one of the most potentially transformative changes is the reorientation from delivering acute care to managing the health of populations.

One essential element of any population health effort is changing behaviors, and who is better qualified to inform, educate and persuade people to modify their behavior than a health care marketing professional?

But as health care marketers, it is imperative that our roles evolve. Our focus needs to expand beyond market development and promotion to include a leadership role at the population health table. Understanding behavior change—and how technology helps to facilitate it—is key.

Watch this webinar and gain an understanding of behavior change theory and see how you can practically deploy a population health strategy through customer relationship management (CRM) campaigns.

You’ll learn:

  • How to apply the “Stages of Change” model of behavior change to your health care marketing
  • How the model can be put into practical use through CRM
  • How to effectively measure the outcomes of behavior change campaigns
  • The leadership role marketing can play in a health care organization’s population health efforts

Plus, you’ll hear a case study about how VCU Health used CRM, working with ndp on creative, and with Evariant as their CRM provider partner, to identify people with an existing medical diagnosis, and engage them in behavior change to prevent further medical deterioration.

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