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The model operates in the area of healthcare organization–patientrelationships inclusive with social network interaction, and how theycan possibly share information to achieve health outcomes. Figure 5is a proposed model of Social CRM in a healthcare environment. Itoffers a starting point for identifying possible theoretical mechanismsthat might account for ways in which Social CRM provides one-stopservice 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 CRMsystems within healthcare provider, and healthcare valueconfiguration (value chain and value shop).Social Networks refers to any Web 2.0 technology that a patientor his/her families may join. It differentiates two social networkslinkages to the patient or his/her family; they are Enterprises SocialNetworks and Internal Social Networks. The Enterprises SocialNetworks refers to external and popular Web 2.0 applications such asFacebook, Twitter, Linkedln, MySpace, Friendster etc. whichpatients may belong to for interaction. The dashed line connectingenterprises social networks and CRM systems means that none ofthose networks have control over the others directly, but constructiveconversation and information from enterprises social networksshould be captured for creating strategy, innovation, better serviceand at the same time responds accurately.Fig.
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