Authors: Mehira Krishnan
Abstract: In today’s rapidly evolving healthcare environment, patient engagement stands out as a critical factor for improving clinical outcomes, enhancing patient satisfaction, and achieving efficient health service delivery. The paradigm shift toward patient-centered care—combined with the increasing digitization of healthcare systems—demands robust technological solutions that foster collaboration, streamline communication, and empower patients in their health journeys. Salesforce Customer Relationship Management (CRM), originally designed for the corporate sector, has made significant inroads into healthcare, offering platforms and tools to facilitate seamless connectivity among patients, providers, and payers. This article explores the multifaceted role of Salesforce CRM in fostering deeper patient engagement through data-driven personalization, integrated care coordination, scalable communication channels, and robust patient support functionalities. By enabling healthcare organizations to centralize patient data, automate workflows, and tailor interventions, Salesforce CRM not only improves adherence and satisfaction but also supports proactive care models and population health initiatives. While challenges related to data privacy, integration, and cost must be addressed, the transformative potential of Salesforce CRM in nurturing a participatory and connected healthcare landscape is substantial. This comprehensive review underscores best practices, real-world case studies, technological enablers, and strategic frameworks for leveraging Salesforce CRM to enhance patient engagement and drive health system innovation.
DOI: https://doi.org/10.5281/zenodo.16981646
