Healthcare Vendor CRM Selection

Customer Relationship Management (CRM) vendor selection for hospitals has become more difficult over the last several years, as many vendors have upped their game. The playing field has become more level.

The key to selecting a CRM for hospitals is starting with a formal process for choosing the right system. This will provide a lot more benefit than just making a CRM vendor decision.


Greystone begins with a well thought out list of requirements for a new CRM platform. We work with both management and stakeholders to identify needs and better match them with a CRM vendor.

When we ask the right types of questions, aka our hospital CRM assessment process, what will often emerge are areas of operational inefficiencies and customer dissatisfaction that management may not have even been aware.


Once information has been gathered from participants, the information needs to be organized and analyzed. Resulting in capturing the current state and the optimal future state.


Validation of the assembled input is accomplished and includes stakeholders. The meeting is a means of communicating, confirming and discussing a variety of details with participants.

Once this information has been presented to and discussed with the group, decisions can be made about which requirements should be addressed first and which ones can wait until a later phase.

Greystone then narrows the vendor list to those who are best able to meet the client’s CRM needs relative to needs, budget and infrastructure.


Each prospective vendor representative will deliver a customized demonstration of their solution. The vendors are instructed to provide a presentation that will solve your organization’s most important business issues.

After the demonstrations, there will invariably be follow up questions for vendors regarding specific functionality and how it will be delivered. Greystone manages this process.

Once all the data is gathered and questions are answered, Greystone helps providers choose the final vendor.