The report aims at presenting some of the CRM concepts and elements and formulates CRM strategy to take proactive measures towards customer-centric business in hospitals and also to improve customer satisfaction by building up better customer relationships leading to increase in revenues. Taking care of Patients, their needs and making relationships with patients is a common and routine activity in hospitals, it is essential that CRM has to focus on the prospective healthy customers(other than patients) who visit the hospital and concern for their health check offered by the hospital for supporting their life and monitoring of heath. Now-a-days every individual has a great concern for his health and in anticipation of any health problems, if any, in future; he is able to face the financial crisis by purchasing appropriate health cards. This report focuses on the customer-centric health packages in hospitals, profile of customers, their behavior and finally determining the relationship factors to designCRMstrategy.

Key words: Customer relationship Management, Patient satisfaction, Healthcare, information management