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Customer Relationship Management 2024
Which Vendors Consistently Partner with Organizations & Deliver Strong Technology?
Author
Adam Cherrington
Author
Jennifer Hickenlooper
Author
Jacob Brown
To personalize healthcare and prioritize patient preferences, provider organizations often use customer relationship management (CRM) tools, which can effectively organize and present the details of a patient population. Recently, the CRM market has shifted—vendors have entered the market, sensing the opportunity to address organizations’ growing interest in personalizing care and improving their management of patient data, and some of these newer entrants are now on par with seasoned players. This report examines customers’ experiences with three vendors to see how well they partner with customers and deliver strong technology.
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Key Findings:
- Value: Innovaccer Respondents See Highest Value Thanks to Partnership & New Functionality
- Relationship: Epic Customers Attribute Their Successful Relationship to Vendor’s Hands-On Approach
- Product: Salesforce’s Product Seen as Robust; Implementation & Maintenance Challenges Detract from Product Capabilities
Writer
Sarah Hanson
Designer
Breanne Hunter
Project Manager
Andrew Wright
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2024 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.