Improving Customer Service in Healthcare with CRM 2.0

  title={Improving Customer Service in Healthcare with CRM 2.0},
  author={Mohammad Nabil Almunawar and Muhammad Anshari},
The Healthcare industry is undergoing a paradigm shift from healthcare institution-centred care to a citizen-centred care that emphasises on continuity of care from prevention to rehabilitation. The recent development of Information and Communication Technology (ICT), especially the Internet and its related technologies has become the main driver of the paradigm shift. Managing relationship with customers (patients) is becoming more important in the new paradigm. The paper discusses Customer… CONTINUE READING


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