In Episode 4 of the TouchPoint podcast, Reed Smith and I take on the topic of customer relationship management’s (CRM) use in hospitals and health systems. We discuss the history of CRM in hospitals, briefly touch on the complementary technologies of marketing automation and PRM, and how hospitals are now moving the CRM out of the marketing suite to be used across the enterprise. We even cover some of the top reasons why CRM’s fail, and interview CRM expert Justin Rodriguez on the future of CRM in healthcare. An informative episode that only begins to scratch the surface of this critical technology.
n the third installment of the TouchPoint podcast, Reed Smith and I discuss online reputation management (ORM), how best to define it and what elements are important for hospitals to consider. From SEO to social media to publishing HCAHPS scores on physician profiles, we explore the impact good reputation management has on the digital patient experience and wonder if there are better ways to measure reputation, in real life. We also have fun debating the merits of third-party review sites vs. a hospital website as the most authoritative source for a health system’s reputation. Lastly, Rob Birgfeld of Inova Health System joins from an evening commute to discuss best-practices on gaining organizational support of reputation management. A fun and informative episode!
In episode two of the TouchPoint Podcast, Reed Smith and I discuss the ins and outs of Content Management Systems and tackle important questions including: what is the role of a CMS? Is there a difference between a licensed and open source CMS? Should I care about a headless CMS? Isn’t a CMS just my website? They face-off over the pros and cons of licensed vs. open-source CMS. In the Ask the Expert section, industry expert Ed Bennett talks through the history of the content management system in hospitals, and what the future might hold.