Chicago FCMO: Improve Client Management in Healthcare SaaS

The global healthcare sector continues to rise to new heights every year. According to a report by Grand View Research, healthcare SaaS is expected to grow at an annual growth rate of 19.5% from 2021-2028.

This only goes to show how much technology and digitization have left their mark on healthcare, impacting the lives of millions of people. It’s also reshaping how healthcare professionals conduct several processes, including client management.

When you have a diverse clientele like Chicago’s, the need for effective client management becomes more apparent. One of the best ways to perfect client management is with a fractional CMO’s help.

Chicago’s best fractional CMO services can help improve your client management efforts, which is what this guide is all about! So, continue reading to learn more about how client management by a Chicago FCMO can transform your healthcare business.

Is Client Management the Same as Customer Service?

Client management and customer service are overlapping terms. It’s like a Venn diagram — there is a middle overlap, but there are differences between the two. 

Client Management

When you think of client management, we’re thinking of long-term business relationships. Client management focuses on building and maintaining long-term relationships. Client management experts research pain points and client needs and plan ways to fix them. 

It’s typically more comprehensive (usually involving ongoing communication and one-on-one support). 

Customer Service

Customer service (or customer experience) is more reactive — reacting to fix something that went wrong. Dealing with immediate issues, troubleshooting, and helping address customer complaints on a case-by-case basis.

If you’re talking about customer service, you’re addressing specific problems or questions as they arise, looking for a quick, positive resolution.

Client Management vs. Customer Service in Healthcare

• Customer service in healthcare addresses immediate concerns, such as appointment scheduling, billing issues, or answering patients’ questions. It might also deal with answering questions from healthcare staff when a B2B product like a hospital-wide software needs troubleshooting.
• Client management in healthcare SaaS focuses on maintaining and improving relationships with clients (like hospitals or clinics).
• Client management involves collaborating with healthcare providers to make sure their organizational needs are met.

5 Ways to Improve Client Management in Healthcare SaaS

Client management is an ongoing process that requires consistency and effort. It’s one of the best ways to ensure your healthcare facility has a loyal clientele.

To acquire more clients and improve your relationship-building efforts, review these tips on client management by a Chicago FCMO.

Conduct Regular SaaS Maintenance

In the healthcare industry, make sure all software and technologies are fully functional to give clients the best experience possible. This is where proper SaaS maintenance comes into play.

Maintaining your SaaS solution is key to ensuring the accuracy of client records, adhering to data and HIPAA compliance measures, and improving overall client satisfaction.

It’s ideal to set and adhere to a regular maintenance schedule to minimize errors. To prevent downtime issues, communicate clearly with all involved parties when scheduled maintenance is coming up. This also allows clients and other stakeholders to use your software with as minimal disruption as possible.

If you need extra help, a B2B fractional CMO for SaaS companies can offer critical advice.

Maintain Open Communication

Maintaining open communication is one of the most important tips in client management by a Chicago FCMO. Openly communicating with your clients builds trust and solidifies your relationship long-term.

Not only that, but it ensures that clients feel heard and valued when voicing their concerns, increasing loyalty and retention to your brand. Remember to make all lines of communication open and easy to access, including emails, phone calls, in-app messaging, or in-person visits.

It’s also important to regularly update your clients with new information. Keep them informed on the latest developments in your business, such as special offers or new services.

Gather and Listen to Feedback

Your clients’ input is valuable to helping your business succeed. It’s an essential part of client management to listen to what they have to say in order to increase client retention.

You can gather feedback via reviews, surveys, or interviews asking your clients to talk about their experiences. Be open and receptive to everything, the good and the bad. Use this information as a basis for how to improve in the future.

Remember, it’s one thing to simply listen to feedback; it’s another thing to take action. Taking the proactive steps to apply feedback shows that you value your clients’ input and that you are committed to becoming better.

Follow-Up Calls and Messages

Follow-up calls and messages are a great way to show your client that you value their experience. In the healthcare industry, this type of communication is essential in establishing trust between client and provider.

Follow-ups are also helpful in addressing concerns and questions. It assures the client that their well-being is prioritized and that you are committed to providing services long-term. Follow-ups can easily be made through emails, phone calls, or walk-in visits.

It’s a good idea to follow up after a treatment so you can gauge the effectiveness of your plan and see how your client is feeling physically and emotionally. Your clients are more likely to remain loyal if they’re shown empathy and care through follow-ups.

Invest in Client Management Software

Client management software and healthcare CRM software make it easier to handle your clients’ information. These keep all important data in a safe, centralized location for quick access, streamline tedious administrative tasks, and have strong data security and compliance measures in place.

The more organized your client data is, the easier it’ll be to create tailored plans for them. You can also use client management software to segment data into different categories, giving you a clearer idea of your client’s unique needs and preferences. This will also be most useful for healthcare marketing purposes.

Look for a platform that integrates seamlessly with the rest of your healthcare system. It must include all the features that your business needs and be intuitive enough for all staff and employees to use.

What Is a Chicago Fractional CMO?

A Chicago fractional CMO is a marketing professional who is hired by a company to oversee and manage all marketing campaigns and initiatives. These C-level executives are hired on a part-time or project basis, making them more affordable than a full-time CMO.

Fractional CMOs are in charge of developing and executing innovative marketing campaigns that drive business growth and revenue. Their experience in working in multiple fields allows them to be flexible and adaptable to any situation.

Not to mention their wide skill set plays a big role in helping companies achieve their marketing objectives. Their expertise includes a long list of digital marketing disciplines, such as:

• Brand management
• Market research
• Competitor analysis
• Campaign execution
• Performance monitoring
• Search engine optimization
• Social media marketing
• Content marketing
• Email marketing
• Website design and development
• Marketing compliance

Why Is Client Management So Important in Chicago?

Clients are the lifeblood of all businesses and the reason why companies can continue to earn from doing what they do. Just like how a vehicle needs gas to run and move, a company needs happy, well-managed clients as well to thrive.

Listed below are a few reasons why client management by a Chicago FCMO is so important:

Sets Realistic Expectations

One of the biggest mistakes you can make is setting unrealistic expectations or making promises that you can’t keep. The same applies in healthcare; client management is all about being honest about what the patient can expect from your services.

The important part is to consistently deliver on your promise so as to not disappoint your clients. The more you do this, the more satisfied your clients will be and the more they’ll trust you as a provider moving forward.

Builds Loyalty

Healthcare is an industry that’s founded on trust and personalized care for patients. When patients come to you with a specific need or service, it’s your job as a company to provide that. 

The better you are at managing your clients and helping them find solutions to their problems, the happier and more loyal they become in the long run. This allows you to have a steady stream of long-term clients that keep your business up and running.

Improves Patient Acquisition

All businesses strive to achieve a diverse clientele, especially if you’re in a densely populated city like Chicago. One of the best ways to achieve this is through effective client management by a Chicago FCMO.

Because all patients are different, client management is the key to ensuring that everyone gets what they need. It allows you to understand a patient’s unique situation and create a personalized plan for them. The result is more happy customers who will choose your healthcare company over your competitors.

Furthermore, a healthcare company that manages its clients well is more likely to be recommended to others. You can benefit from patient referrals and positive reviews that stem from strong client relationships, making you look more credible to new prospects.

Better Financial Performance

Good client management positively affects a healthcare organization’s bottom line. It’s an effective revenue-generating model that is built on improving patient satisfaction and loyalty.

The more revenue a healthcare company generates, the more it can invest in healthcare technologies and processes that further improve the lives of clients. It opens the door to more growth opportunities, streamlined processes, and effective treatment plans.

Challenges of Good Client Management

Of course, client management is not easy. Every healthcare company is bound to experience obstacles that prevent them from achieving patient satisfaction.

Listed below are some challenges of client management to be aware of.

Inefficient Healthcare Systems

There are some cases where healthcare facilities are the opposite of efficient. They are slow in updating their systems and optimizing their workflows, leading to more bottlenecks and waiting times that feel like days.

This also prevents healthcare providers and staff from providing high-quality services. Because of this, much of the patient’s time is wasted. These long waiting times and poor-quality services ultimately decrease patient satisfaction and retention.

Additionally, these inefficiencies also lead to poor data management. Healthcare providers have to go through a lot of data that can be difficult to track, leading to delays, disorganization, errors, and even compliance issues.

Lack of Personalization

Healthcare is not a one-size-fits-all industry; it’s all about helping a patient out of a unique situation, but poor systems in place lead to a lack of personalization.

There’s a lot of big data in healthcare, with thousands or maybe even millions of patients to account for. Because of this, healthcare can seem impersonal at times as providers offer solutions that do not exactly answer a client’s unique needs.

Untrained Staff Members

Staff members are the cornerstone of effective healthcare services. However, there are times when healthcare staff are not trained on how to properly administer certain healthcare procedures or services.

For example, healthcare staff may not be proficient at handling healthcare technologies or software, leading to delays and long waiting times.

Additionally, a staff member may fail to communicate different healthcare concepts to the patient. This communication and knowledge barrier may prevent clients from trusting the healthcare provider altogether.

Creating Better Healthcare With a Chicago FCMO

The healthcare industry in Chicago is a competitive one, with many companies vying for the same clientele. By following the best practices in client management by a Chicago FCMO, your healthcare company can thrive and reap the benefits of a loyal and engaged client base.

Digital Authority Partners is home to professional FCMOs with experience in all things related to healthcare marketing, such as healthcare public relations, maintaining compliance, and more.

Their vast knowledge and years of experience allow them to handle any challenge. They strive to give your healthcare company the growth and success it deserves.

If you’re interested, send us a quick message, and we’ll set up your free consultation!