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Customer Relationship Management (CRM) with the Web technology provideshealthcare organizations the ability to broaden services beyond its usualpractices, and thus provides a particular advantageous environment to achievecomplex e-health goals. This paper discusses and demonstrates how a newapproach in CRM based on Web 2.0 namely CRM 2.0 will help customers to havegreater control in the sense of controlling the process of interaction(empowerment) between healthcare organizations with its customers, and amongcustomers themselves. A survey was conducted to gather preliminary requirementsand expectations on empowerment in Brunei. The survey revealed that there is ahigh demand for empowering customers in Brunei through the Web. Regardless ofthe limitations of the survey, the general public has responded with a greatsupport for the capabilities of empowerment listed from the questionnaires. Thedata were analyzed to provide initial ideas and recommendation to a futuredirection on research for customers' empowerment in e-health services.

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