Customer Empowerment in Healthcare Organisations Through CRM 2.0: Survey Results from Brunei Tracking a Future Path in E-Health Research

TL;DR

This paper explores how CRM 2.0, based on Web 2.0 technologies, can empower healthcare customers in Brunei by enhancing interaction control, supported by survey results indicating high demand and public support.

Contribution

It introduces a new CRM 2.0 approach for e-health, demonstrating its potential to empower customers and providing initial survey-based insights for future research directions.

Findings

High demand for customer empowerment in Brunei healthcare

Strong public support for CRM 2.0 capabilities

Survey results suggest positive outlook for e-health empowerment

Abstract

Customer Relationship Management (CRM) with the Web technology provides healthcare organizations the ability to broaden services beyond its usual practices, and thus provides a particular advantageous environment to achieve complex e-health goals. This paper discusses and demonstrates how a new approach in CRM based on Web 2.0 namely CRM 2.0 will help customers to have greater control in the sense of controlling the process of interaction (empowerment) between healthcare organizations with its customers, and among customers themselves. A survey was conducted to gather preliminary requirements and expectations on empowerment in Brunei. The survey revealed that there is a high demand for empowering customers in Brunei through the Web. Regardless of the limitations of the survey, the general public has responded with a great support for the capabilities of empowerment listed from the questionnaires. The data were analyzed to provide initial ideas and recommendation to a future direction on research for customers' empowerment in e-health services.