Herewith is a glossary explaining some key terms:
CLM- Customer Lifecycle management: the process of getting the customer across all interactions with your organization through its life cycle. As a customer living at home, he/she is a customer for the home care services or products offered by your organization. Later, he/she may become a resident in a residence, assisted living facility, assisted living center, or care hotel. Throughout this customer life cycle, there is one unique profile for him/her in which all information regarding needs, wishes, requests, and purchases are centrally logged: in this way, you can offer your customer an excellent customer journey.
Pipeline: this is the central list (pipeline) of all requests that are logged and managed according to your organization from different services/departments/persons.
Contact (contact person): the person who contacts the organization and makes a request for someone else (also called the requester). This person may have a professional (e.g. GP) or personal relationship (son/daughter/caregiver) with the prospective customer.
Prospect (future customer): the person who contacts the organization and makes an application for himself. He/she is the prospective client; he/she is also the decision-maker.
Relationship Manager (SPOC): this person is the contact within the organization for all requests for the same customer, corresponding to the different services or single point of contact (SPOC). He/she bears the final responsibility for this customer and ensures excellent customer satisfaction. The contact person then assigns other colleagues to take on certain tasks and bring the request to a successful conclusion.
Theme: the organization offers various services and products, which are grouped within certain themes: Accommodations, Services, Products. When registering an application, you can choose within which theme(s) this application applies.
Referrer: this is a care provider who submits a request for a care recipient with whom he/she already has a service relationship, often from primary care.
Intaker: this is the person who captures and registers the request for care.