The article titled In the future customers, not companies, will manage the relationship published in The Age earlier in March may not seem relevant, but it is a salutary message for us.
The advent of Customer Relationship Management (CRM) is in part parallel to the rise of EMR usage throughout the 80s and 90s, and is part of the Enterprise Resource Planning (ERP) movement that was driven so effectively by SAP. The ERP movement entered the clinical sphere with rise of big HIT and has reached its pinnacle with the Meaningful Use (MU) movement.
The disappointment with the clinical ERP technology is a mirror of CRM in this article when you map their “customers” to our “clinicians”, but we haven’t yet seen the same reaction to bringing forward a new technology.