Archive: February, 2011

podcast: the future of web personalization

February 28th, 2011 · · CRM, Podcasts No comments - Tags: , , , , ,

We recently introduced Open Instant CRM and shared the basics about how it personalize a website visitor’s experience. (See our video announcement here or watch Edward Health System share their experience.) In this week’s podcast we’re kicking it up a notch with more in-depth information about the experience itself. If you want to really get how Instant CRM works, listen to this podcast on:

•  how we identify users to a hospital’s website
•  what types of personalized content can be placed on a site

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Give your physicians a little love

February 16th, 2011 · · Physician Relations No comments - Tags: , , , , , ,

In the spirit of Valentine’s Day this week, we’re excited to introduce a new feature of our Physician Relationship Management System to help you sweeten your relationships with physicians.

Introducing Physician Psychographics
In light of changing physician affiliation with health systems, physician communication is top of mind for
many hospitals right now. Christina Ott, our VP of Physician Relations, hears often from clients looking for ways to improve their physician relationships.

So, we decided to find out how by going to the source. (Like all good things, it starts with data…) Our researchers conducted a study with a cross-section of physicians from across the country, collecting data on everything from demographics to practice statistics to referral drivers and attitudes about practicing medicine.

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Healthcare Roundup

February 11th, 2011 · · CRM, Healthcare Marketing, Physician Relations, Social Media No comments - Tags: , , , , , , , ,

It’s Friday, which means it’s time to take a few seconds to catch up on the healthcare news that you didn’t have time to read this week. We pulled together some of the recent articles and blog posts covering the healthcare industry.

You can also check out last month’s roundup here.

Accountable care organizations
7 Keys to Marketing ACOs and Keeping Your Patients
Healthcare Marketing Matters blog
What’s a healthcare provider to do in the new environment created by healthcare reform and the need to meet ACO requirements? Blogger Michael J. Krivich shares his thoughts.

NEJM article spotlights financial risks associated with ACOs
Healthcare Finance News
An NEJM article co-authored by the Johns Hopkins CEO analyzes ACO implementation — barriers and opportunities — from the perspective of an academic medical center.
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January round-up

February 8th, 2011 · · CRM, Healthcare Marketing, Hospital Planning, Physician Relations, Social Media No comments - Tags: , , , , , , , , , , , , ,

When you’re busy, it can be hard to find time to read your favorite blogs and catch up
on healthcare news. Unfortunately, that means a lot of content gets missed. To do our part to help, here’s a round-up of our posts from the past month.

Here are the things we talked about in January.

  • With healthcare in flux, hospitals have a lot to consider as they prepare for the year ahead. To kick off 2011, our planning expert offered four resolutions for healthcare executives. His follow-up post has four more actionable items for the to-do list.
  • This month, we had the opportunity to interview Paul Matsen, Chief Marketing & Communications Officer of Cleveland Clinic. In part one, he talks about strategic marketing campaigns. In part two, he shares the Clinic’s social media strategy.
  • In January we introduced our new open Instant CRM with a video announcement. Also learn more about it in our podcast.
  • Looking to create a more efficient, impactful media plan? In this podcast, our media strategist talks about the common challenges hospitals face and how better data can help you strategically target.
  • Right after healthcare reform was repealed in the house, we posted a video on what happened and what it meant for hospitals going forward.
  • Last month, a study came out showing a communication gap between physicians and specialists. Our physician expert shares her reaction in this quick-read post.
  • To help you stay on top of healthcare industry news, we posted a compilation of the hottest healthcare stories of the month.
  • What’s CRM? Les Stern offers a definition and we share some of the key points here.

Whew! A lot happened in January. Now that it’s wrapped up, let’s move into February full speed ahead. Are there any topics you especially want to hear about this coming month?

Podcast: Evolving your hospital’s call center

February 4th, 2011 · · CRM, Podcasts No comments - Tags: , , , , ,

With companies like Amazon taking the user experience to a new level, consumers have higher expectations than ever before when it comes to customer service. And healthcare consumers are no exception. In this week’s podcast, I speak with Jeff Herman and Scott Conrad, our call center experts, about how consumers are evolving and how hospital call centers must move from simply providing a service to building relationships, driving revenue and helping people better manage their health.

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Smart marketing with Chief Marketing Officer Elizabeth Pellegrin

February 1st, 2011 · · CRM, Healthcare Marketing, Social Media 2 comments - Tags: , , , , , , , ,

Recently, our CEO John Hallick participated in a HealthLeaders Roundtable on the power of data for hospital growth and decision-making. After the Roundtable, I had the chance to talk in-depth with one of the participants, Elizabeth Pellegrin, Chief Marketing Officer for Charleston Area Medical Center. Keep reading for her insights on everything from strategic marketing campaigns to social media strategy.

CPM: In what ways is using the right data vital to your marketing efforts?

Pellegrin: We use data in many ways, including defining our audience, the demographics of that audience, the ways they would like to be reached and what their preferences are. We test content, message and audience. So, we use data not only for the strategic planning process but also for the implementation and execution of marketing campaigns.

CPM: What campaigns have you run using data to guide the strategy?

Pellegrin: A few years ago we entered into the Bariatrics market and took that opportunity to look at qualitative and quantitative data. The quantitative was easier to gather: what numbers of people are eligible for that service, the insurance coverage of that service, that’s all data driven.

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