Knowledge-Enabled CRM System for e-Health Services in a Developing Country: The Case of Bahrain

In today’s world, where things change quickly, knowledge is becoming increasingly important for growth and making countries more competitive. Today’s knowledge economy has undergone significant changes, making it the most valuable resource for an organization that doesn’t know what it owns. This study investigates how the Ministry of Health (MoH) in the Kingdom of Bahrain could use the knowledge-enabled relationship management (KCRM) model to offer e-health services. This paper adopts a qualitative exploratory method based on a review of relevant academic literature and official documents and reports. The KCRM enables e-health systems to offer patients comprehensive and integrated information about themselves. As a result, clients are happier, and their health care is improved. Changes in the organization’s people must complement the use of ICT in e-health services, structure, and processes to create a good KCRM model. It discusses the potential benefits and challenges of implementing CRM in healthcare and provides insights into its impact on patient satisfaction. It also explores critical perspectives and identifies future research directions.