This IDC Health Insights Perspective discusses the growing importance of CRM for healthcare payers, its expected benefits and potential challenges, and suggested best practices for harnessing CRM capabilities to drive enhanced value for both payers and end consumers.
In the wake of skyrocketing insurance premiums, payers face deep-seated pressure to help lower healthcare costs and improve patient outcomes. The 2010 Patient Protection and Affordable Care Act (PPACA), set to expand insurance coverage to over 32 million new patients, simultaneously changes how health plans sell and deliver healthcare benefits while restricting healthcare payer business expenses. As a result of this disruptive force, U.S. healthcare payers
now face a decade long business transformation journey that will carry
growing market demands and financial pressures.