This website uses cookies to ensure you have the best experience. Learn more

Ethical Considerations In Customer Relationship Management

1398 words - 6 pages


Due to issues such as managed care contracting, and the financial impact of indigent care, healthcare providers find themselves in competition for patients with adequate health insurance, or the ability to pay cash for services provided to try to maintain fiscal solvency. E-health applications serve not only to advertise the services of a facility, but also to help the health care provider identify potential patients for the services they offer. In this paper I will explore the ethical considerations of Consumer Relationship Management (CRM) applications and services, which are increasingly being utilized to help target potential consumers for health care providers.

When inquiring about a health condition on the internet, do internet users give up their expectations for privacy regarding their healthcare information? Although consumers may not expect the information they provide to get into the database of marketing firms, this is often exactly what happens. Consumer Relationship Management (CRM) software firms or service providers are a growing industry. The purpose of CRM software in the healthcare field, is to assist providers in identifying potential customers for a service based on information they have supplied. This information can be provided in a number of ways. In some cases, the consumer has knowingly supplied the information to the actual provider via an inquiry sent from the provider's website. In other cases the provider determines a marketing target based upon mining information in their own database by linking relationships which may help identify a potential need. Yet in another scenario, identification of a potential consumer is based on information they provided at another website, which was then sold to the healthcare provider of a related service by a data mining firm.
While consumers don't object to receiving information they have requested, they often do not welcome the solicitation from a provider regarding a health related service about which they did not request information. They are more uncomfortable if the information appears to be targeted to their specific health care needs which they assumed were private. In the United States, consumers are accustomed to privacy regarding their personal health information. Indeed, HIPAA mandates that personal health information regarding consumers be maintained in strict privacy and shared only with the written consent of the consumer. The violation of these policies is treated seriously, and punishable by the imposition of a potentially hefty fine of up to 25,000.00.
Often, consumers expect the same assurance of privacy when inquiring about a health related service on the internet. However, while most internet sites maintain some standards regarding privacy, many have fine print disclosing that they will provide some information to other parties. This information is often hard to locate, and phrased in a way to make this disclosure of information seem more...

Find Another Essay On Ethical Considerations in Customer Relationship Management

Customer Relationship Management Essay

4045 words - 16 pages failure?” and how to choose a best CRM software vendor? Customer Relationship Management is an interactive process for achieving the optimum balance between corporate investments and the satisfaction of customer needs to generate the maximum profit. CRM refers to management of all interactions with customers in which the enterprise indulges. Its main focus is on managing and optimizing entire customer lifecycle. The customer lifecycle

Ethical Considerations in Global Expansion Essay

2060 words - 8 pages community or culture, attitudes, beliefs, and behaviors. Values determine what is important in decision-making. Ethics involve conduct, the ability to determine right and wrong. All organizations face ethical dilemmas. Organizations develop corporate social responsibility in reaction to the values and expectations of society. Corporate social responsibility initiatives aim to protect public health, safety and the environment (Joyner, Payne

Cultural Considerations in Building a Counseling Relationship

1540 words - 6 pages Cultural Considerations in Building a Counseling Relationship Counseling is a process in which a counselor and client must build a good rapport and relationship in order to be successful in reaching the goal at hand. There are several stages of counseling which must be considered when counselors intend to build a relationship with their client, each stage being equally important in leading to the next stage. The stages of counseling include

Ethical and Legal Considerations in Social Work

1107 words - 4 pages workers' responsibilities to [protect] the broader society even at the expense of the client (Krase, 2013). Legal Considerations Failure to report Ms. Robinson's actions concerning Alison to child protective services represents more than an ethical dilemma. If Ms. Robinson 's social worker does not report the information she has learned impending civil and criminal liabilities will be the result. Legal accountability could result in loss of

Data Mining Techniques for Customer Relationship Management

2184 words - 9 pages Abstract Advancements in technology have contributed to the new business culture, where the Customer Relationship Management (CRM) is in the centre of a business concern. CRM is a widely implemented strategy for managing and fostering long term, profitable relationships with specific customers (Ling and Yen, 2001). The automated data mining tools made it possible to move beyond the analyses of the past events and data mining tools can be

Using Social Media for Customer Relationship Management

775 words - 4 pages in CRM. Surprise and Delight – Social Proactivity Companies are changing, customers are changing, and customer expectations are changing. Customer service is no more a front desk executive replying to all the customer concerns. Customers are not just happy with speedy reaction and adequate resolution to concerns, they now expect organizations to actively engage them before the concern is actually raised. Though this looks quite challenging with

Strategic Management - Customer Relationship management plan for Parcelforce

2566 words - 10 pages Parcelforce WorldwideExecutive summaryWe have been asked to develop a three year strategic Customer Relationship Management plan for Parcelforce Worldwide outlining the key areas that need to be considered in the next board of directors. The plan will focus on a Customer Relationship Management programme that will create higher quality customer service levels across the organisation.Vision, Mission and Corporate ObjectivesVision - "To be the

Ethical Considerations in Marketing, Product Safety, and Intellectual Property

2432 words - 10 pages and Ethical Considerations in Marketing, Product Safety, and Intellectual Property I will discuss three to five (3-5) ethical issues relating to marketing and advertising, intellectual property, and regulation of product .I will Argue for or against Direct-to-Consumer (DTC) marketing by drug companies Determine who regulates compounding pharmacies under the current regulatory scheme, what the Food and Drug Administration (FDA) could / should

Ethical Considerations in Relation to Extracorporeal Membrane Oxygenation

1497 words - 6 pages this particular therapy in relation to results (Richards & Joubert, 2013). There are also multiple complications that can occur while using ECMO, and recently the expansion of using ECMO in adults with acute respiratory distress syndrome (ARDS), using ECMO as a bridging therapy while awaiting organ transplantation, and also using ECMO to maintain organ perfusion in organ donation have all brought up ethical considerations. Research is ongoing to

Ethical Considerations in Relation to Extracorporeal Membrane Oxygenation

1947 words - 8 pages the expense of this particular therapy in relation to results (Richards & Joubert, 2013). The recent expansion of ECMO including use in adults with acute respiratory distress syndrome (ARDS), ECMO as a bridging therapy while awaiting organ transplantation, or using ECMO to maintain organ perfusion in organ donation have all brought up ethical considerations. Also concerning are the multiple complications, such as stroke and bleeding problems

The Key To A Successful Business: Customer Relationship Management

1776 words - 7 pages The Key To A Successful Business: Customer Relationship Management In today’s business world it’s a dog eat dog race to the finish; everyone is highly motivated and constantly looking for the next best thing to out do the competitor with. However, many company’s and corporations fail to recognize the true value in their customers or end users. For, if a company would just take a look and the potential in profit and growth that lies right

Similar Essays

Customer Relationship Management Essay

1084 words - 5 pages Customer relationship management or CRM for short is a model for managing a company’s interactions with current and future customers. When CRM is utilized correctly it will increase profitability and customer loyalty, which are both very important to an organization. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management is very important in

Customer Relationship Management Essay

1030 words - 5 pages channels (O’Brien, A & Marakas, G. 2004). To provide tools that help companies satisfy their customers, Customer Relationship Management Systems include different technologies. They use software such as SAP AG, Oracle, Siebel Systems, Epiphany, and People Soft. All of the mentioned software are web-enabled and they are the most used by business nowadays. Customer relationship management system help companies improve in contact and account

Customer Relationship Management Essay

2340 words - 9 pages success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421-431. Maklan, S., Knox, S., & Ryals, L. (2008). New trends in innovation and customer relationship management: A challenge for market researchers. International Journal of Market Research, (2), 221. Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37(2), 120-130. Ryals, L. (2005). Making customer relationship management work: The measurement and profitable management of customer relationships. Journal of Marketing, , 252-261.

Customer Relationship Management Essay

1588 words - 6 pages longer a black hole, CRM is becoming a building block of corporate success10.ReferencesHugh Wilson, "Factors for Success in CRM Systems", Journal of Marketing, March 2002, p.199.Ibid., p.200.Jeffrey Peel, "CRM Redefining Customer Relationship Management", 2002, p.135.Mandeep Khera, "Customer Relationship Management- Beyond the Buzz",, September 16, 2002.Darrell K. Rigby, Dianne Ledingham, "CRM Done Right", Harvard Business