CRM 2.0 within E-Health Systems: Towards Achieving Health Literacy & Customer Satisfaction

Source: arXiv


Customer Relationship Management (CRM) within healthcare organization can be
viewed as a strategy to attract new customers and retaining them throughout
their entire lifetime of relationships. At the same time, the advancement of
Web technology known as Web 2.0 plays a significant part in the CRM transition
which drives social change that impacts all institutions including business and
healthcare organizations. This new paradigm has been named as Social CRM or CRM
2.0 because it is based on Web 2.0. We conducted survey to examine the features
of CRM 2.0 in healthcare scenario to the customer in Brunei Darussalam. We draw
the conclusion that the CRM 2.0 in healthcare technologies has brought a
possibility to extend the services of e-health by enabling patients, patient's
families, and community at large to participate more actively in the process of
health education; it helps improve health literacy through empowerment, social
networking process, and online health educator. This paper is based on our
works presented at ICID 2011.

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    • "EMRs and EHRs serve as building blocks for a framework of any e-health initiative [34]. According to McWilliam et al. (1997), empowerment is a result of both interactive and personal processes, where caring relationships facilitate the emergence of power [30], in this regards, CRM plays important role in ensuring empowerment [9]. The other view of patient empowerment means that the patients were able to seek health information such as the prevention of diseases, health promoting, and the availability of suitable healthcare services [25]. "
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