Framework of Social Customer Relationship Management in E-Health Services

TL;DR

This paper proposes a new Social CRM framework for e-health services that leverages Web 2.0 features to enhance patient engagement, support, and relationships, aiming to improve healthcare delivery and patient empowerment.

Contribution

It introduces a conceptual Social CRM framework tailored for e-health, integrating social interactivity, patient empowerment, and online health education, based on recent CRM developments and case studies.

Findings

Framework highlights social interactivity between patients and healthcare providers.

Emphasizes patient empowerment and online health education.

Proposes improved relationship-building in e-health scenarios.

Abstract

Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides healthcare organization with the ability to broaden service beyond its usual practices in achieving a complex patient care goal, and this paper discusses and demonstrates how a new approach in CRM based on Web 2.0 or Social CRM helps healthcare organizations to improve their customer support, and at the same time avoiding possible conflicts, and promoting better healthcare to patients. A conceptual framework of the new approach will be proposed and highlighted. The framework includes some important features of Social CRM such as customer's empowerment, social interactivity between healthcare organization-patients, and patients-patients. The framework offers new perspective in building relationships between healthcare organizations and customers and among customers in e-health scenario. It is developed based on the latest development of CRM literatures and case studies analysis. In addition, customer service paradigm in social network's era, the important of online health education, and empowerment in healthcare organization will be taken into consideration.