Is there anything as important as our clients, or customers, in the health services industry? I would be prepared to put client relationship management at number one, in terms of running a successful health clinic. How we communicate and service our clients is, quite simply, the make or break element of this business. Of course we all start out in the industry with this proposition clearly at the forefront of our awareness, but over time, and with a growing client base this becomes more challenging. In fact, success, in terms of the number of clients attracted to your health clinic, or clinics, can pose a major obstacle in itself.

Do you have the necessary protocols and supporting technology in place to adequately service your customer base and manage the relationships therein formed? Do you have a properly structured approach to client relationship management or are you making things up on the run, so to speak? Are you analysing your data with a view to maximising sales and servicing of your client base? Customer Relationship Management (CRS) software can track client account history, allowing you to see where servicing is happening and where it is not. Opportunities for value added sales and better servicing for the client’s health can be identified through this technology.

It is a maxim of business that it is far more expensive to attract a new client than it is to increase sales revenue from an existing client. Attentive servicing also increases customer loyalty, in that the client experiences greater satisfaction by being more intensively looked after; caring is the name of the game after all. Microsoft Dynamic CRM provides a technological system which can optimise your effectiveness in this sphere. It is a far more social world that we now live in, especially in terms of our businesses, and having a highly responsive platform is vital when operating in this realm.

The pace of technological advancements in our modern world is breathtakingly rapid and the service industries are at the forefront of these advancements. Up to date informed advice in this area is a prerequisite for success. If you are not managing your client relationships at an optimal level your clients will be enticed elsewhere by those health clinics that are. Customer expectation is on a razor sharp and steep upward trend. Sitting still and doing nothing in this sphere is not a possibility.