Customer Relationship Management (CRM) & Patient Experience Management (PXM) in Healthcare

This lecture serves as a comprehensive academic guide to Customer Relationship Management (CRM) and its application in modern healthcare settings. It bridges theory and practice by exploring the complementary relationship between three core disciplines:
a. Customer Relationship Management (CRM) — as strategy and technology;
b. Patient Experience Management (PXM) — as a clinical philosophy; and
c. Healthcare Management — as a broad organizational function. 

This event has a mixed medium of instruction in both English and Arabic languages.

By the end of this event you will be able to:

1. Define CRM, Patient Experience Management, and Healthcare Management — and clearly distinguish between them.
2. Compare the three disciplines across scope, tools, ownership, and strategic goals. 
3. Understand the phases of CRM implementation in a healthcare setting.
4. Analyze the types of data and KPIs used to measure CRM performance and patient engagement.
5. Map the patient journey and identify key CRM-enabled intervention points at each stage.
6. Evaluate real-world case studies and discuss ethical and practical challenges of CRM in healthcare.

1. After enrolment on the event you can find the Join Zoom Link/Recorded Video of the webinar event.
2. Registration period is valid for 1 month from the first enrolment.
3. You can download the certificate of attendance with 2 CPD Units after the event.