Framework of Social Customer Relationship Management in E-Health Services

Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides healthcare organization with the ability to broaden service beyond its usual practices in achieving a complex patient care goal, and this paper discusses and demonstrates how a new approach in CRM based on Web 2.0 or Social CRM helps healthcare organizations to improve their customer support, and at the same time avoiding possible conflicts, and promoting better healthcare to patients. A conceptual framework of the new approach will be proposed and highlighted. The framework includes some important features of Social CRM such as customer's empowerment, social interactivity between healthcare organization-patients, and patients-patients. The framework offers new perspective in building relationships between healthcare organizations and customers and among customers in e-health scenario. It is developed based on the latest development of CRM literatures and case studies analysis. In addition, customer service paradigm in social network's era, the important of online health education, and empowerment in healthcare organization will be taken into consideration.Comment: 15 pages. arXiv admin note: substantial text overlap with arXiv:1204.3689, arXiv:1203.3919, arXiv:1204.3685, arXiv:1203.4309, arXiv:1204.3691, arXiv:1203.392

Gerakan Sarikat Islam di Bolaang Mongondow Abad Ke-20: Melacak Jaringan Politik dan Pendidikan

Tulisan ini ingin mengkaji tentang gerakan sarikat Islam di Bolaang Mongondow abad ke- 20 yang dilakukan HOS Cokroaminoto yang berfokus pada dua pertanyaan mendasar yaitu bagaimana proses terciptanya jaringan politik dan jaringan pendidikan dalam kurun sejarah. Temuan penting dalam kajian ini adalah (1) Jaringan politik terbentuk karena adanya kesadaran Perubahan, kesadaran kolektif, kesadaran sejarah, kesadaran fakta sosial, dan kesadaran objektif (2) Jaringan pendidikan terbentuk karena adanya krisis identitas keislaman, adanya kesamaan visi-misi perjuangan politik Islam dalam melawan kebijakan pemerintah kolonial, dan adanya aktivisme kekeluargaan lintas etnis. Sebagai kesimpulan, umat beragama yang ada di Bolaang Mongondow adalah mayoritas Muslim yang terbentuk atas fase diplomatik, struktural, organisasional dan kultural