Customer relationship management (CRM) is a strategy that is imperative to improve the company's ability to innovate and seek competitive competition (Lin, Chen and Chiu, 2010). CRM can also be said that customer relationship is a way to improve customer satisfaction through the medium of analysis of customers, detailing information to improve the company's competitiveness, which can be measured through dimensions of customer center and customer satisfaction (Wang, Hu and Yu, 2010). Based on some of the definitions mentioned above, it can be said that customer relationship management is a company's effort to increase customer satisfaction by directly contacting customers.
Several indicators related to Customer Relationship Management, according to Rosmayani (2016), can be measured the following indicators, which are as follows:
Creating customer value;
Customer knowledge, customer center, and satisfaction;
Performance of customer relationship management;
Information technology;
Value Co-Creation
Value creation is performing a series of actions to increase the feasibility value of goods/services. Storbacka and Lehtinen (in Rita Kusumadewi, 2015: 27) define value creation as the process by which the customer meets his needs. The value is the difference between total customer value and total customer cost. Total customer value is a collection of benefits expected by customers from a particular product or service (Tjiptono, 2020). Based on this definition, it can be concluded that value co-creation is a relationship approach between consumers and businesses to create new value and involve both parties.
Several essential elements can measure co-creation value, which are as follows:
Equity, i.e., companies are willing to share control for the benefit of their customers and want to play their part in creating value (Ranjan and Read, 2016);
Interaction between the company, in this case, the hospital and its patients. With interaction, it is an opportunity to understand, share, and serve the media needs of patients (Ranjan and Read, 2016);
