How to Choose the Right Healthcare CRM Vendor

The healthcare market is increasingly competitive as consumerism rises. Patients face more care choices coupled with high-deductible health plans. In response, health systems need to find new ways to communicate with and engage their prospects.

A healthcare CRM system collects consumer data and creates insights that allow organizations to have more meaningful conversations with their patients. For organizations looking to invest in this technology, it’s important to choose the right vendor.

Let’s take a look how healthcare organizations should go about selecting a healthcare CRM vendor:

What is the Process for Selecting a Healthcare CRM Vendor?

  • First, health systems should select a preliminary set of vendors that offer the technology, data, and training necessary to communicate more effectively with patients and physicians in a consumer-driven healthcare landscape.
  • Once the list of potential vendors has been created, health systems should establish a core evaluation team – including marketing and business development leadership – who are responsible for phone interviews with each vendor. Consider conducting on-site demos with references from your top vendors to better understand how other health systems are using the technology. This way, the team can see the value of a healthcare CRM platform after implementation.
  • When you invite your final short list on-site, the evaluation team(s) should ask as many questions as possible: questions include those about data collection, team structure, implementation, account management and support, predictive analytics philosophies, and HIPAA compliance. Not only will this process demonstrate vendor knowledge, but it will also show resiliency under pressure and provide insights for how they’ll work with your team on an ongoing basis.

Final Thoughts

Choosing a healthcare CRM vendor isn’t a task to be taken lightly. The health system isn’t just investing in the technology but also investing in a partnership with the vendor that should grow over time. In the end, the CRM vendor should be able to integrate into the organization’s existing culture, effectively communicate with their teams, and actively listen to their needs.

Healthcare CRM Lessons Learned

Sherrie Mersdorf

Sherrie Mersdorf

Sherrie Mersdorf is the Vice President of Marketing at Evariant. As an experienced marketing leader, she brings deep knowledge and experience building marketing growth machines. This experience enables her to educate healthcare providers on how to find, guide and keep patients for life. Her main focus is creating integrated cross-channel marketing programs, testing new marketing approaches, and closing the loop and demonstrating marketing ROI through effectiveness measurement methodologies. Prior to joining Evariant, Sherrie lead marketing at NewBrand (acquired by Sprinklr) and Cvent (NYSE:CVT) where her team executed tens of thousands of campaigns a year. She has a Bachelor of Science in Marketing Management from the Pamplin School of Business at Virginia Tech.
Sherrie Mersdorf