  Customer Relationship Management (CRM) with the Web technology provides
healthcare organizations the ability to broaden services beyond its usual
practices, and thus provides a particular advantageous environment to achieve
complex e-health goals. This paper discusses and demonstrates how a new
approach in CRM based on Web 2.0 namely CRM 2.0 will help customers to have
greater control in the sense of controlling the process of interaction
(empowerment) between healthcare organizations with its customers, and among
customers themselves. A survey was conducted to gather preliminary requirements
and expectations on empowerment in Brunei. The survey revealed that there is a
high demand for empowering customers in Brunei through the Web. Regardless of
the limitations of the survey, the general public has responded with a great
support for the capabilities of empowerment listed from the questionnaires. The
data were analyzed to provide initial ideas and recommendation to a future
direction on research for customers' empowerment in e-health services.
