These two acronyms share two of the same letters but are very different in their purpose and history. We share a perspective on how customer relationship management (CRM) and Electronic Medical Record (EMR) systems combined can be invaluable at what they do best and result in the best of both worlds for providers and patients.
CRM and EMR: A Different Starting Point
Despite the acronym similarity, each has a very different focus.
EMR shows its age as an older classification, with the prefix “electronic”. Can you imagine putting “electronic” in front of any customer facing application or service today?!
While they may have different starting points both categories are focused on the customer albeit from different perspectives.
If you saw our overview post last week on making search work in Communities – you’re probably looking for more info on each option.
Here at Perficient we believe that “seeing is believing”. For each search option covered in our previous post, here are some screenshots and details to help you figure out which option is best for your community.
As of the very first Communities release, external users now have access to the same Global Search capabilities available to standard Salesforce users. That means the ability to search across all objects and chatter posts, smart filters, and direct links to files and results. Despite that great functionality, Global Search is not the most user friendly search experience. It can be overwhelming with a large set of results, and functions as a pure keyword search (not natural language).
Recommendation: Standard Global Search is free and great for newer communities, but not optimized for service communities or self-service.
Read the rest of this post »
When I think of major healthcare trends one of the most interesting is that of connected health, the idea that healthcare delivery uses technology to deliver patient care outside of the hospital or doctor’s office. Patient – doctor interactions can now extend past visits to a more engaging ongoing relationship with providers, where patients have ready access to the same information previously only available to providers.
What does this have to do with salesforce.com you ask?
You see the commercials on TV, the alluring websites, digital advertising in airports, on billboards, on the radio, in magazines, everywhere. Let’s face it, the war for patients in healthcare is in full swing. Whether you are a hospital, a physician, a pharmaceutical company or any combination thereof, you are now operating in a highly competitive environment. Frankly, it was inevitable.
We all know that only few years ago consumers started taking over defining what companies sell, how products should be designed, what levels of customer service were needed and more. The shift in power from company to client emerged simultaneously with the social web and services like Angie’s list, Yelp; and, the ease of access to information on just about anything or anyone today.
Why would this shift from company (Provider) to consumer (patient) be any different in the growing healthcare industry? What does it really mean for them? It means that for the first time Providers not only have to have the right certifications/degrees, but they have to learn how to market themselves in ways that attract clients with the right content through multiple channels. Providers can no longer rely on in-kind referrals for growing a large part of their business. Providers have to implement automated solutions to attract and retain clients on their own.
Most Providers have not been concerned with marketing before. Further, most providers are not use to investing in branding or tools that will help them stand-out from their competition. Most are not even aware of how critically important patient-to-patient referral is to their businesses or practices and how they can actually facilitate it.
Perficient excels in this area. Perficient consulting services, combined with Salesforce cloud solutions, enables Providers to focus on what’s really important for their clients while letting technology take charge of outreach and user experience.
Here Marc Benioff, CEO of salesforce.com, talks about the opportunities for the healthcare the industry today.
For more information on Perficient’s expertise in healthcare technology including Connected Health, regulatory compliance, system interoperability, information exchange, and business intelligence and analytics, visit http://www.perficient.com/himss.
A vibrant community with an engaged user base will usually contain an incredible amount of valuable content. But as content grows, how do users get connected with the right article that answers their question (in a service community), or the right piece of enablement content that helps them sell (in sales community)?
The preferred option for many users is, of course, search. With Google Search being ubiquitous to the point of becoming a verb, users increasingly expect company portals, sites, and communities to be easily searchable.
So how does search work with Salesforce Communities? Read on for part 1 of 2 with a table of options ranging from fully native to fully custom. Part 2 of this blog series will include more details for each option.
According to Frost & Sullivan’s Global Marketing Automation Software Market research, global marketing automation software revenue is at $550.7 million and is expected to reach $1.9 billion by 2020.
Last week Joan Rothman posted the article A New Marketing Automation Benefit Emerges which prompted me to write about how I how help companies drive more qualified leads into their funnel with lead scoring.
Scoring leads has been around for a long time. Even before the movie Glengarry Glen Ross, where Alec Baldwin reserves the best sales leads for the best salesperson. Ask any salesperson, in any company, if some leads are better than others and I’m sure the answer will be “Yes”. But how do you put data behind your lead scoring program? The answer can be quite simple or it can be very intricate and complex. The best place to start is with your funnel data.
What source (AdWords, email, etc) drives our leads with the highest close rate?
What are the titles or roles of our buyers?
What content or collateral really speeds up the decision process in our favor?
Sometimes the answers to these questions can be hard to find without sophisticated integrations with your website, marketing automation and Salesforce.com but you can still just ask the people qualifying the leads and selling the deals.
Then after gathering your data you can begin building workflows in Salesforce.com and/or your marketing automation platform to dynamically add points to a leads score when your criteria are met.
But don’t stop there. Incrementing the lead score will certainly help you, but you will also want to define a list of criteria that should decrease the score. For example, if a lead has not come back to your website in 6 months and you have a 30 day buying cycle you should probably subtract points from this lead until they come back and re-engage.
Starting as simple as possible is the best way to begin a lead scoring project. Having criteria to both increase and decrease a lead score will help ensure that your lead qualification and sales teams are always following up on the best leads for that day.
I am always interested in new ways of tracking online buying behaviors and would be interested in your comments. What lead scoring criteria have been successful for you?
To learn more about how Salesforce and Marketing Automation can help the collaboration between your sales and marketing teams, contact us at: email@example.com
As an implementation partner, we really enjoy working with the Communities platform. The built in collaboration with Chatter and the flexibility of configuration make Communities a major upgrade over traditional portals. But today I’m going to highlight another key benefit of that platform: branding and design with Salesforce Site.com.
Site.com is free to use with Communities and it offers a host of configurable, drag and drop options for doing UI design and branding. If you want a branded, polished look and feel for your community but want to avoid custom Visualforce development, Site.com could be a great option for you.
Whether you are thinking about implementing a Salesforce solution or expanding upon the Salesforce solution you already have, there are several factors to consider when selecting the right company to partner with:
1) Do they have extensive experience implementing a Salesforce solution with companies in your industry?
3) Do they have a track record of building custom applications to meet the unique requirements of different types of businesses and business situations?
4) Are their consultants innovative and do they offer new ideas to help run the project so it comes in on time and on budget?
5) Do you get the feeling that they view your success as their success?
6) How flexible are they? Will they recommend different approaches to implement your solution based upon the need to scale over time?
7) Do they have technical knowledge that transcends Salesforce or access to experts in…?
8) Will they be there when the implementation or its first phase is complete with service, support and training?
9) Last but not least, is there a cultural fit? In other words, will the company and its people feel like they are part of your team?
If you’d like to meet an implementation team that you will want to work with, feel free to contact us today.
Marketing automation is helping companies meet the challenges of today’s business realities ─ breakneck pace, savvy buyers, overwhelming amount of media channels and intense pressure to continually demonstrate value. Leveraging smart tools in strategic ways to set your brand apart from the rest is not an option, it’s a business imperative.
In a recent study published by Forrester Research, The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, Q1 2014 by Lori Wizdo, the impact of marketing automation appears to transcend improving workflows and results, it’s having a positive effect on the relationship between sales and marketing…
“Companies that have implemented an L2RM platform report higher levels of collaboration between sales and marketing, across a number of different dimensions. The marketing automation adopters have a 13% collaboration advantage (54% to 41%) in defining and executing field programs. Fifty-seven percent of the marketing automation adopters report strong collaboration in capturing insight from customers and prospects, compared with 41% of those that are not automated. The dimension of administering leads and lead pipelines posted a collaborative advantage of 12%.”
There are very few B2B or B2C marketers that I know that don’t value this relationship. Uniting sales and marketing has been a struggle for both teams “forever.” Using tools that bridge the gap, turning the conversation from them to us is priceless. In companies where marketing and sales move forward together, the chances of winning in the marketplace improve and the future looks bright.
To learn more about how Salesforce can help the collaboration between your sales and marketing teams, contact us at: firstname.lastname@example.org
Healthcare organizations must comply with complex medical coding and billing rules, along with HIPAA (Health Insurance Portability and Accountability Act) privacy and security regulations. Healthcare data, including Protected Health Information (PHI), must be kept secure, confidential, and available only to authorized users, traceable, reversible and preserved for long periods of time. The right cloud solution for a provider must account for all of these concerns while conforming to HIPAA and Meaningful Use requirements.
Until recently, most security measures have been handled in-house because many healthcare executives believed that keeping medical records behind a firewall is the safest choice. However, the IT resources needed to manage EHRs and comply with security and privacy regulations can quickly overwhelm even those organizations with high-end IT capabilities. Smaller practices may lack IT capabilities altogether. In addition, there have been a number of highly publicized breaks in security in which personal medical data was lost or stolen.
Common knowledge to many in the industry is the fact that the cloud has proven every bit as secure as private networks and on premise solutions. In fact, Salesforce’s solutions for healthcare conform to HIPAA regulations and are easily configured to meet the unique security and regulatory needs of the industry. A new generation of healthcare professionals have confidence in the cloud, and are turning to Salesforce for a solution today.
Learn more about how the cloud is transforming the healthcare industry.