id	author	title	date	pages	extension	mime	words	sentences	flesch	summary	cache	txt
cord-338730-49ai51ah	Baashar, Yahia	Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review	2020-08-31		.txt	text/plain	7559	425	41	Analysis and evaluation of 19 carefully selected studies revealed three main research categories: (i) social CRM 'eCRM'; (ii) implementing CRMS; and (iii) adopting CRMS; with positive outcomes for CRM both in terms of patients relationship/communication with hospital, satisfaction, medical treatment/outcomes and empowerment and hospitals medical operation, productivity, cost, performance, efficiency and service quality. Studies were eligible for inclusion if they were: presenting an empirical and conceptual evidence; directly relevant to CRM in healthcare settings (hospitals, clinics and medical centres); papers that are conducted in developing countries; published from 2000 to present; and published in peer-reviewed journals. To synthesise the data as accurately and in an unbiased manner as possible, we performed a narrative synthesis review for effectiveness [65] of diverse study characteristics, which allowed us to categorise and identify three main CRM research categories that were relevant to healthcare settings: (i) e-CRM (Web-based CRM); (ii) implementing CRMS; and (iii) adopting CRMS.	./cache/cord-338730-49ai51ah.txt	./txt/cord-338730-49ai51ah.txt