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Can a customer relationship management program improve recruitment for primary care research studies?
Sharon Johnston1, Sabrina T Wong2, Stephanie Blackman3
11Department of Family Medicine,University of Ottawa,Ottawa,ON,Canada.
Primary Health Care Research & Development
|November 17, 2017
Summary
Customer Relationship Management (CRM) software offers potential for research recruitment but proved ineffective for a short-term study due to high training needs and limited support. Basic tools remain insufficient for complex recruitment processes.
Area of Science:
- Health Services Research
- Clinical Trial Management
- Primary Care Research
Background:
- Recruiting family physicians for primary care research presents significant data management challenges.
- Current tools like Excel and Access lack automation and integration capabilities for recruitment processes.
- Efficient management of incoming, outgoing, and re-entering information is crucial.
Purpose of the Study:
- To evaluate the efficacy of commercial Customer Relationship Management (CRM) software in enhancing research recruitment.
- To determine if CRM software can improve the speed, effectiveness, and efficiency of recruiting family physicians.
- To assess the adaptability of CRM software for primary care research recruitment.
Main Methods:
- Exploration of a commercial CRM software solution.
- Application of CRM software to a primary care research recruitment setting.
- Comparative analysis of CRM software versus traditional data management tools.
Main Results:
- CRM software demonstrated potential for long-term research studies but was not suitable for shorter recruitment periods.
- Significant training investment was required to effectively utilize the CRM software.
- The need for flexible and timely support outweighed the benefits for the specific study.
Conclusions:
- Commercial CRM software may not be a universally effective solution for all research recruitment scenarios.
- The suitability of CRM software depends on study duration, budget, and required support.
- Further investigation into tailored CRM solutions or alternative methods for research recruitment is warranted.
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