“Membership Has Its Privileges”
Well known consumer service brands like Amazon, Verizon, Chase, UPS and Netflix operate in drastically different markets but have something critical in common—they use the membership model to engage customers. At SRM, we believe this model can be transformational to healthcare. Healthcare systems must evolve to become trusted advisors, proactively creating a dialogue with patient members to serve their needs over a lifecycle of care.
Traditionally, electronic medical record (EMR) systems have served as the technology backbone for health systems. Unfortunately, as a system focused on recording patient conditions and the clinical interactions associated with them, EMRs are ill-suited to help drive healthcare towards a membership centric engagement model. Only a customer relationship management (CRM) system specifically crafted for healthcare can enable this future.
A Multi-Disciplinary Approach
SRM operates at the intersection of 3 distinct disciplines—CRM technology, data science, and change management. Other players who only deliver software technology, insightful reports, or consulting recommendations will fail to make a lasting impact. It takes a focused application of all three areas to really move the needle.
At SRM, we work hand-in-hand with our clients to achieve success for them and even predicate our fees on it. This multi-disciplinary approach has served us well for over 18 years where we’ve created tremendous value for many well known consumer service clients.