As the CRM market becomes more complicated, it is also becoming more segmented, with different providers specializing in specific sectors.
Why? Because some of these sectors bring with them very particular requirements for example, defense and government contracts have a wide range of regulatory boxes that need ticking.
The healthcare industry, however, represents one of the most important for the CRM market over the next 20 years as the United States faces the prospect of an aging population and an uncertain landscape for healthcare funding.
Healthcare CRM requires very specific deliverables, based especially around the needs of the end client. Are they managing chronic diseases? Do they handle confidential patient data? Do they require mobile, cloud-based, social or predictive technology?
The market is facing rising demands, particularly those concerning the data management tasks CRMs must perform. Increasingly these comprise an aspect generic platforms simply are unable to handle. As with other sectors, users want more automation and support with the processing of documents. More patient data is flowing into the space all the time for example, from remote condition monitoring. Physicians must deal with a much higher information load today than they did two decades ago.
Healthcare firms are turning to CRM as it becomes increasingly difficult to manage all this data using different legacy software silos. The need for robust, on-premise solutions that can meet security requirements and also support mobile sales is now high on many healthcare firms’ shopping requirements.