Customer Relationship Management in Healthcare: A Case Study of a Large Hospital in Southern Taiwan Using Fuzzy C-means Clustering

Customer relationship managementCustomer relationship management is the process by which a business or other organization manages interactions with customers, often using data analytics to study large amounts of data. Successful customer relationship managementCustomer relationship management requires organizations to interact flexibly with customers. Customer value is the basis of customer relationship management. HealthcareHealthcare organization can use big data analysis to obtain useful information from large amounts of data, understand customer value and adopt appropriate marketing strategies to interact with customers, thereby improving customer relationship management. Therefore, this work proposes the fuzzy C-meansFuzzy c-means method among machine learningMachine learning and granular computingGranular computing for customer cluster analysis and evaluates customer characteristics using patient registration data from Taiwan's healthcareHealthcare industry. The findings can provide a reference for customer relationship managementCustomer relationship management in healthcareHealthcare. R language was used in this work.