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

TL;DR

This paper explores how CRM 2.0, driven by Web 2.0 technologies, enhances e-health services by promoting active patient participation, improving health literacy, and increasing customer satisfaction in healthcare systems.

Contribution

It provides empirical insights into the application of Social CRM (CRM 2.0) in healthcare, highlighting its potential to extend e-health services and foster community engagement.

Findings

CRM 2.0 enables active participation of patients and families.

It improves health literacy through empowerment and social networking.

CRM 2.0 extends e-health services in healthcare systems.

Abstract

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.