CRM software implementation factors in hospital: Software & patient perspectives

Customer Relationship Management (CRM) related issues, during three consecutive years, were in the top nine lists of most concern for the hospitals' chief executive officers in the USA and furthermore, Information Technology (IT) projects' failure rate in the organizations were quite high. To deal with such problems Success Factors (CSF) from different perspectives such as management, staff, patient and software were reviewed in previous healthcare's literatures. In this paper, software and patient factors deeply were focused and added to the Egg model and a five perspective map was created. Implementation success factors map depicts inadequate study on patient's trust and perception and software's customization, complexity, usability, privacy and usefulness. Chief Information Officers (CIO) and Chief Executive Officers (CEO) of hospitals and hospital's CRM system vendors can use proposed factors' map for more successful implementations. It should be noted that this result is part of a PhD research and further investigation is required to test these factors in term of practical usage in heath care environment.