Member to Consumer: CRM Disciplines Will Shine A New Light on Consumerism in Healthcare – 06/21/10

JUN 21

With the passage of healthcare reform, payers need automated tools and best practices to find, nurture and optimize member relationships cutting across online sales and marketing, enrollment, and billing.

Our latest research effort is focusing on traditional customer relationship management strategies that could help health plans address member acquisition, retention, health and care management, and service.  In addition, we’ll consider features that integrate social media sites into the overall member experience as social networks, blogs and online communities enable people to connect easily and quickly with like-minded individuals and groups to share interests.

Health plans are already assuming a “retailer” mindset as they come to grips with their evolving relationships with members and try to learn more about building loyalty by engaging their tech-forward members through surveys and other scoring mechanisms.

If you’re working through similar issues, we’d like to know what you’re finding.

A few other news stories we’re watching:

 

Take a look at our most recent research on Healthcare Compliance and mHealth, and if you’d like to learn more about the web cast we facilitated last week at AHIP regarding tech-enabled Care Management strategies, please contact us at 952-253-5300.

Have a great week!

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Chris Hoffmann