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Healthcare is implementing CRM as a strategy for managing interactions andcommunication with patients which involves using Information and CommunicationTechnology (ICT) to organize, automate, and coordinate business processes. CRMwith the Web technology provides healthcare the ability to broaden servicebeyond its usual practices, and thus provides a particular advantageousenvironment 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 helpthe healthcare increasing their customer support, and promoting better healthto patient. The patients benefited from the customized personal service so thatthey have full information access to perform self managed their own health andthe healthcare provider will have a loyal and retains the right customer. Aconceptual framework of approach will be highlighted. Customer centric paradigmin social network's era and value creation of healthcare's business processwill be taken into consideration.

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