Tuesday, March 11, 2003

CRM-ERM-PRM (1) Over the years, I have worked on quite a few people-centric systems including CRM (Customer Relationship Management), ERM (for Employees) and PRM (for Healthcare Patients). Lately, I have been looking at the commonality in this triad. With a few exceptions, all three have similar technical platforms and components. Yet, the purpose, process and procedure are vastly different. CRMs thrive on building 'customer equity' - holding on to the customer cycle and cross-selling other products. Fortunately, this is not applicable for PRMs ('Buy a lobotomy and get an appendectomy free' - doesn't work). ERMs are relatively new and their purpose is to keep the employees productive and lower HR costs. CRMs by far, have the larger market mind-share and investment and unfortunately, over 40% of it goes unused with hardly an improvement in customer service! 8:00:22 AM