Adopting CRM within e-health can be viewed as a strategy to attract new customers coming to an organisation, retaining them throughout the entire lifetime of a relationship, and extending other services or products to the existing customers. In the healthcare environment, healthcare providers are challenged to acquire potential customers for the healthcare services, retaining them to use the services, and extending various services in the future. To take the challenges, a healthcare provider must consider establishing the close of a relationship with their patients offer the convenience of services, and provide transparency in services through information sharing.
Today, every healthcare organisation depends estonia phone number on ICT in every level of activities. The use of web technology, database management systems and internetwork infrastructure are part of the ICT initiative that will affect healthcare practice and administration. We propose our conceptual idea CRM 2.0 or Social CRM as an extension of CRM with the Web 2.0 capabilities in healthcare organisations. The idea operates in the area of a healthcare provider-patient/provider-client and patient-patient/client-client relationships inclusive with social networks interaction, and how they possibly shared information to achieve health outcomes. It offers a starting point for identifying possible theoretical mechanisms that might account for ways in which CRM 2.0 provides an alternative for building an active relationship between healthcare provider, patients, and the community at large.