How Is Salesforce a Catalyst for the Consumerization of Healthcare? The Magic Formula is CRM + EMR – The Health Care Blog

Health Tech

By JESSICA DaMASSA, WTF HEALTH

How is Salesforce thinking about the healthcare consumer? I had the chance to ask Salesforce’s SVP & GM of Health & Life Sciences, Amit Khanna, about it from both a product — and a lexicon – standpoint at Dreamforce 2022.

Words matter. So, Salesforce’s use of “customer” when talking about our usual “patients” or “health plan members” or “clinical trial participants” is a bit jarring at first, in the sense that it forces the issue of “patient centricity” to the extreme… to a “customer is always right” place, at least for me. I ask Amit about that terminology, its intentionality, and how he thinks his clients across the healthcare ecosystem are doing when it comes to embracing this new term and the new way of thinking it requires in order to truly activate it.

On the product side, we dive into Salesforce’s BIG launch this year: Salesforce Genie. This is cool in the Health & Life Sciences biz for a number of reasons, mostly because it is the manifestation of that consumerization idea. Real time data, a holistic “customer profile” (aka longitudinal patient record) – these are the things that consumers are used to across industries, says Amit, and the new product release focuses on integrating these for payers, providers, med tech companies, pharma and more. How could these features drive change in the healthcare ecosystem? Amit gives a glimpse of what Salesforce thinks is the ‘big win,’ specifically when it comes to that “wholistic customer profile” and the idea that an EMR and CRM can co-exist to serve different purposes in healthcare.

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