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Recently, many healthcare organizations are adopting CRM as a strategy, whichinvolves using technology to organize, automate, and coordinate businessprocesses, in managing interactions with their patients. CRM with the Webtechnology provides healthcare providers the ability to broaden their servicesbeyond usual practices, and thus offers suitable environment using latesttechnology to achieve superb patient care. This paper discusses anddemonstrates how a new approach in CRM based on Web 2.0 will help thehealthcare providers improving their customer support, avoiding conflict, andpromoting better health to patient. With this new approach patients willbenefit from the customized personal service with full information access toperform self managed their own health. It also helps healthcare providersretaining the right customer. A conceptual framework of the new approach willbe discussed.

Evaluating CRM Implementation in Healthcare Organization