2025 Best In KLAS Customer Relationship Management (CRM)

Performance

Patient Engagement Ecosystem 2023

13 July 23 | Adam Cherrington and Dan Czech

Amid the pressures of today’s economic environment, healthcare organizations are investing heavily in patient engagement technology to help reduce costs, alleviate staffing challenges, and consolidate technology in other areas. Both provider and payer organizations seek to understand what patient engagement capabilities vendors offer that can meet their core needs. This study (along with additional deep-dive content that previously was published on KLAS’ website, now available under the "Full Report" download) is an update to KLAS’ 2021 report and shows which vendors report the broadest capability sets, which vendors have made the most progress over the last two years, and how the industry as a whole has matured. For reader ease, links to relevant online content are provided where applicable. Note that the data in this study is based primarily on vendor-reported information, accompanied by a limited amount of KLAS performance data.

	Overall performance score (100-point scale)	Trend (2024-2025)	# of unique orgs	Culture	Loyalty	Operations	Product	Relationship	Value	Market energy

Innovaccer Customer Relationship Management	94.5	+1%	15	A	A+	A	A	A+	A	N/A

Epic Cheers/CRM	89.1	+1%	24	A	A	B	B	A-	A-

Salesforce CRM	81.8	+7%	21	B	B+	B	B+	C+	D+
	0.0	100.0

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