Beef up the business value of CRM by getting back to basics

November 1, 2001

Customer relationship management (CRM) is a business strategy designedto optimize profitability, revenue and customer satisfaction. With the manytechnical attributes required for CRM transformation, HMOs are especiallyconcerned about ROI, including tangible and intangible benefits. As HMOspursue CRM strategies, they are realizing that the benefits and costs ofthose strategies can be significant.