The attitude of lebanese plastic surgery clinics towards implementing E-CRM

Abstract

The massive breakthrough in medical tourism caused by the innovation in technologies and communication networks, made Lebanon a central pole in the industry of hospital services. Under the latter domain, plastic surgery clinics have witnessed an escalation in demand where numerous patients are travelling to seek this type of cosmetically procedures. Monitoring this stream of demand requires proper customer relationship management tools which are vital to sustain interaction with customers. This created a need to assess CRM's status within plastic surgery clinics, whether it is implemented or not. The methodology for investigating such question was based on selecting a convenient sample of thirty one plastic surgery clinics and institutions. The distribution of the questionnaire covered Mount Lebanon, Beirut, and Saida. Even though the business of the Lebanese plastic surgery clinics is booming in Lebanon but these clinics lack awareness and knowledge in dealing with innovative marketing concepts such as eCRM.