Building Healthcare - Patient Relationship with CRM 2.0: Lesson Learnt from Prita Mulyasari's Case

TL;DR

This paper explores how CRM 2.0, leveraging web technology, enhances healthcare patient relationships by providing personalized services, improving support, and fostering loyalty, with lessons learned from a specific case study.

Contribution

It introduces a new CRM approach tailored for healthcare that emphasizes customer-centricity and value creation in the social network era, supported by a conceptual framework.

Findings

Improved patient support and engagement

Enhanced access to health information for patients

Increased patient loyalty and retention

Abstract

Healthcare is implementing CRM as a strategy for managing interactions and communication with patients which involves using Information and Communication Technology (ICT) to organize, automate, and coordinate business processes. CRM with the Web technology provides healthcare the ability to broaden service beyond its usual practices, and thus provides a particular advantageous environment for them that want to use ICT to achieve complex healthcare goal. This paper we will discuss and demonstrate how a new approach in CRM will help the healthcare increasing their customer support, and promoting better health to patient. The patients benefited from the customized personal service so that they have full information access to perform self managed their own health and the healthcare provider will have a loyal and retains the right customer. A conceptual framework of approach will be highlighted. Customer centric paradigm in social network's era and value creation of healthcare's business process will be taken into consideration.