J Korean Soc Med Inform.  2004 Sep;10(3):303-310.

Development of Customer Relationship Management System in the Healthcare Domain Using Data Mining

• Lee SY
• Chang OB

Abstract

OBJECTIVE
To provide medicare services for patients demands satisfyingly, immediate introduction of the Customer Relationship Management(CRM) is raised inevitable. In this paper we proposed that the minimizing the hospital losses by cut down the rate of cancelation of the hospital reservation, to secure patients as clients.
METHODS
And to implement the data mining-based healthcare customer relationship management system applied from the back propagation algorithm of the artificial neural networks technique and the Feature GENeration(FGEN) algorithm of the decision tree technique.
RESULTS
In this paper we divided a patient to an appropriate group through a data mining process and classified more correct customer through a campaign process.
CONCLUSION
These results would be essential for new patients to enhance hospital reliability, for hospital to select profitable patients with high loyalty and to manage patients efficiently.

Keyword

Customer Relationship Management; Data Mining; Artificial Neural Networks; Healthcare Information

MeSH Terms

Data Mining*
Decision Trees
Delivery of Health Care*
Humans
Medicare