Adapted customer relationship management implementation framework: facilitating value creation in nursing homes

Author： Gulliver Stephen R. Joshi Uday B. Michell Vaughan

ISSN： 1478-3363

Source： Total Quality Management & Business Excellence, Vol.24, Iss.9-10, 2013-10, pp. : 991-1003

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Abstract

This paper proposes a framework to support customer relationship management (CRM) implementation in nursing homes. This work critically considers existing studies, which conducted in-depth questionnaires to identify critical CRM features (termed value-characteristics) that were identified as potentially adding the most value to nursing homes if implemented. Although the existing research proposed an implementation framework, summary of, and inconsistent inclusion of value-characteristics, limits the practical use of this contribution during implementation. In this paper we adapt the originally proposed framework to correct perceived deficiencies. We link the value characteristics to operational, analytical, strategic and/or collaborative CRM solution types, to allow consideration in context of practical implementation solutions. The outcome of this paper shows that, practically, a ‘one solution meets all characteristic’ approach to CRM implementation within nursing homes is inappropriate. Our framework, however, supports implementers in identifying how value can be gained when implementing a specific CRM solution within nursing homes; which subsequently supports project management and expectation management.