The model operates in the area of healthcare organization–patient
relationships inclusive with social network interaction, and how they
can possibly share information to achieve health outcomes. Figure 5
is a proposed model of Social CRM in a healthcare environment. It
offers a starting point for identifying possible theoretical mechanisms
that might account for ways in which Social CRM provides one-stop
service for building relationships between a healthcare organization,
patients and community at large.
The framework is developed from Enterprise Social Networks,
Internal Social Networks, Listening tool interfaces, Social CRM
systems within healthcare provider, and healthcare value
configuration (value chain and value shop).
Social Networks refers to any Web 2.0 technology that a patient
or his/her families may join. It differentiates two social networks
linkages to the patient or his/her family; they are Enterprises Social
Networks and Internal Social Networks. The Enterprises Social
Networks refers to external and popular Web 2.0 applications such as
Facebook, Twitter, Linkedln, MySpace, Friendster etc. which
patients may belong to for interaction. The dashed line connecting
enterprises social networks and CRM systems means that none of
those networks have control over the others directly, but constructive
conversation and information from enterprises social networks
should be captured for creating strategy, innovation, better service
and at the same time responds accurately.
Fig.