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a blog by Chris Barrow

The components of CRM

Let’s explore the components that constitute CRM. Here is my list – what’s on yours? – Delivering moments of truth that have a disproportionate effect – Telephony – Where you answer the phone – How you answer the phone – What your “brand standard” responses are to FAQs – Reception – Where you welcome patients – How you welcome patients – What your ‘brand standard’ responses are to FAQs – How you ensure that MHQs and Smile Checks are completed – The Patient Lounge – Environment – Refreshments – Audio-visual – The Patient Toilet – The journey to the surgery – The ‘in surgery’ experience – The after surgery experience – The post-visit experience – Creating the critical non-essentials

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