Customer Management - Unique challenges and opportunities in health care

In association with
27th Feb 2006

There is at least one industry where managing consumer customers is the major focus of efforts, and not in the narrow sense of CM/CRM where the intent is to either increase revenue and profits derived from well-managed customers. The health care and health insurance industries have both adopted "patient management" strategies and tactics that are aimed at managing the behavior of patients in exactly the opposite direction.

It may be that other industries could learn something from what health care providers are identifying and demonstrating as effective ways to empower consumers, in contrast to the impossible task of managing them. By Scott MacStravic, Ph.D.

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