Expert contributor Jim King writes up about an issue on customer relationship management (CRM) system implementation, particularly when CRM systems can sometimes fail and the company must perform root-cause analysis.

Mr. King advises that at the top of the list of usual suspects is the company initiating the CRM system itself. Learn more about this here

Fellow expert John Higgins details in a two-part report on customer relationship management (CRM)’s role in the health insurance industry.

In Part One, Mr. Higgins writes on the factors that slowed down CRM’s effectivity in health insurance industry however that change is inevitable.

Following in Part Two, details on how business process outsourcing (BPO) has served as the catalyst for health insurance companies to implement CRM and pay more attention to clients which returns better value to business.



Customer relationship management (CRM) consist of methods of interaction with customers.

The information collected via CRM can be used for promotion and surveys, such as polling for customer satisfaction. CRM methodology include employee training and specific functions software, handling incoming customer communication like phone calls and e-mail.

CRM Initiatives often fail because implementation was limited to software installation, without providing the context, support and training for employees.

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