“…To determine the finances of a specific operation in the laboratory, data analysis may require evaluating key performance indicators such as expenditure for direct costs (eg, labor, equipment, reagents, etc) and indirect costs (eg, administration, information technology, etc), as well as workload data (eg, test volume) and staff productivity. 18 Customer relationship management (CRM) solutions that capture client data can be an important data source for understanding improvement opportunities in the delivery of laboratory services. In our externally facing laboratory services division, we implemented a CRM solution to provide analytics for our client services center (eg, recorded calls), business development, marketing campaigns, and tracking financial performance.…”