Provider Customer Relationship Management (CRM) Capability Model and Glossary

A capability model provides a central, functional, modular view of business processes. It creates a common vocabulary, consistent classifications and simple view of what capabilities an organization has or needs to have to fulfill its objectives or responsibilities. This is independent of business area, organizational politics, projects, and even the skills or competencies an organization has.

This capability model depicts how customer relationship management (CRM) technology can contribute to the healthcare ecosystem as well as provide a framework to relate use cases, requirements and level of maturity. It is specific to how a provider organization can use CRM. You can use this model as a reference for the types of capabilities that CRM can offer to a provider organization.