CRM is an integral part of any healthcare center / institution. Being a service based organization, LMRF Healthcare focus on each and every patient as valued customer, who's satisfaction and good health outcome is our top success parameter. So we designed our CRM in a way to keep our patients in the center and provide all kinds of care around so that s/he finds him/herself at the center of attention.

2. Customer Relationship
Management
WHAT?
WHY?
HOW?

3. WHAT IS CRM?
• Customer relationship
management (CRM) system
enable organizations to create
and manage relationships
with their customers.
• In 1990s, interest in this
area began to Grow
• In the early 2000s academic
literature grew significantly.

4. WHY CRM?
CRM applications are usually targeted to:
• build new relationships
• Increase customer
• value and obtain higher customer retention,
• Establish long term relationship
• higher profitability.
In the healthcare sector the key customers are patients.

5. How
CRM
works?
CRM
Marketing
Commun
ication
Service
Approach
Customer
Care

6. How
CRM
works?
CRM
Service
Approach
Customer
Care
Marketing
Commun
ication

7. CRM | Service Approach
• Establish dedicated high quality services.
• Non Compromising attitude towards
service quality.
• Associated low prices.
• Strong Humane background for serving the
community.
• Beyond the Boundary approach to the
Community

8. Service Approach| Our Services
1. An Out-patient
medical clinic
including
• Diabetic Day care.
• Maternity care
• Pediatric Care
• Specialized Consultation.
2. Diagnostic
laboratory services
covering all sorts of
Blood, urine, stool tests.

9. Service Approach
Our Services
1. Imaging Services:
• Ultrasonogram
• Echocardiogram,
• Color Doppler.
2. A Mini OT to
perform all OT under
LA, dressing, casting
etc.
3. Ambulance Service

10. Service Approach| Our Services
1. Physiotherapy and
Rehabilitation: to
provide patient centric
therapeutic modality and
follow-up services.
2. A Pharmacy

11. Service Approach| Beyond the Boundary
Community Health Approach
1. School Health
Program
2. Free Friday
Clinic
3. Free First-Aid
workshop

12. How
CRM
works?
CRM
Marketing
Commu
nicaton
Commun
ication
Service
Approach

13. CRM| Marketing
1. Service / Product
Based Marketing
2. Corporate Relations
3. General Marketing

14. LMRF Healthcare | Project Overview
The phased construction
and establishment of a
health center to provide
for the quality
healthcare needs of
Comilla district, totaling
approximately 5,304,000
people who have little to
no access to medical
care.

15. Marketing| Service Based
1. Each CRO will be assigned for Marketing of specific
Services.
2. Each of them will be guided, Trained to do target oriented
marketing of each services
3. They will work against specific monthly target and will be
rewarded and fined accordingly.
4. They will:
• Visit target Locations (Medical college),
• meet with Specified Target group (Doctors and Patients)
• Communicate and convince them about our services.
• Build trust among the target group.

16. Marketing| Corporate Relations
Private Company, NGOs, School / Colleges could be offered specified
services according to their needs. Following are few samples of our offers
1. Special Discount for All Employees on Every services.
2. Quarterly Free Health Education Seminar
3. Office Report Delivery
4. Appointment arrangement in Corporate Hospitals in Dhaka
5. Medical Consultancy
Upcoming Opportunities:
Darpan Rehab Center, Medicine Dept. of CoMCH

17. Marketing| General Marketing
1. Leaflet Distribution at locality and public places
2. Micking of special events
3. Home visit and dessimination of services
4. Local Pharmacy and Doctor visit

18. Marketing| Tools
Tangible
1. Business Card
2. One page publicity leaflet
3. Investigation list
4. Preventive Health-Check Leaflet
5. LH Folding brochure.
6. Small Gift Materials
7. Banner
8. Festoon
9. Micking.
In Tangible
1. Branding Out door signs.
2. Doctor’s Name plate & signs.

19. How
CRM
works?
CRM
Customer
Care
Service
Approach
Marketing
Commu
nicaion

20. CRM| Customer Care
Key focus of Customer Care is to establish strong bondage
between LH and Patient.
Having better patient relationships and better patient
loyalty will benefit both our organization and the
patient.

21. Customer Care| Few Activities
1. Take care of all patients came at the center for treatment
2. Help in Registration
3. Guide patients for desired service, Payment etc.
4. Calm patient's who becomes agitated due to long waiting.
5. Share all services information available in a cordial manner
6. Encourage patient's to do reg. who came for Diag. test only
7. Take review from Patient's about the service they received.
8. Ensure Follow-up. Keep patient's adhere to the center.
9. Text, Call and Home visit (if necessary).

22. CRM| Communications
www.lmrfhealthcare.com
www.facebook.com/LMRF.healthcare

23. Customer Relationship
Manager
Marketing
Arman
(Sn. CRO)
Kaykobad
(CRO)
???
(Jn. CRO)
Customer Care
Shimul
(FDO)
???
(FDO)
Mrs. Nasima
(CCO)
Aldrina
(Jn. CCO)
Communications
CRM| Team

24. Q2 Target for CRM Team
Personnel Services April May June
Kamar Uddin Arman Ultrasonography 15 30 45
Kamar Uddin Arman Echo / Color Doppler 8 15 23
Kamar Uddin Arman Laboratory Tests 15 30 45
Kamar Uddin Arman Physiotherapy & Rehab 15 30 45
CRM Corporate Relations 60 120 180
CRM Preventive Health Check 2 3 5
CRM Ambulance Services 1 3 5
Kaykobad Diabetic Care 10 20 30
Kaykobad Maternity Care 10 20 30
Kaykobad General Patients 10 20 30
Kaykobad Specialist Consultant's Patients 20 40 60
Imam Hossain Mini OT Services 10 20 30

25. THANK
YOU