Casinos Not Restaurants or Bars or Shows Belief that competing on the basis of billion-dollar facilities was NOT the most prudent use of capital Returns on such facilities often weaken when the novelty wanes 2. Expanded in March to include full CRM functionality: Cigna was able to move additional members to the new IT systems without major incident Jan Reengineering forgot about people. To make this website work, we log user data and share it with processors. Develop a plan of action for each customer AND implement it L.

To use this website, you must agree to our Privacy Policy , including cookie policy. ITSY click on the button below, and select the case from the list of available cases: Bring in a focus group of customers – After you’ve tested the system with your sales, marketing and customer service reps, go back and redesign the front end so that customers can actually use it. What gets measured and rewarded gets done! Train the Data Providers 3. According to analysts, one of the main reasons for Cigna’s poor customer service and the resultant reduction in membership was the failure of the restructuring of its information technology IT and CRM 3 systems, at its HealthCare division. Although data quality maintenance is not the front-facing functional module in a CRM project, it is a necessity to get value from the CRM investment.

crm implementation failure at cigna corporation case study ppt

The reasons cited were: There is no best way. Chapter 6 Enterprise e-Business Systems. He sees implementtation as filling out forms just for the sake of filling out forms. Shell Exploration and Production took 7 months to map data from 27 data sources in a GB data warehouse, using a tool from Kalido Ltd.

Overlooked in market segmentation analysis performed by the Marketing dept. Although data quality maintenance is not the front-facing functional module in a CRM project, it is a necessity to get value from the CRM investment.


Outline Harrah’s: A CRM Success Story Cigna HealthCare: A CRM Failure – ppt download

Expected new IT system to deliver huge gains in productivity from automated claims processing and customer service. Make sure your back-end data is cleansed and filtered for front-end use – When it comes to cfm migration, take nothing for granted.

And now they all contribute to a greater understanding of the company as a whole. It would have taken too much time and been too expensive. All gaming machines are computerized and networked. Its systems, reserves of data and marketing-led culture will not be easy to replicate. Wait to see if they materialize. Feedback Privacy Policy Feedback.

CRM Implementation Failure at Cigna Corporation

It is also important to know when to pull away from an investment in a customer who is not worth it. I never let them take me on a tour of the building. Train and retrain the customer service reps on the new systems 6. CRM records information about customers like transactions, preferences, and even personal information.

Educate employees on the benefits of the CRM initiative Train them to use the tools to communicate with the users more effectively Rule of thumb: If you wish to download it, please recommend it to your friends in any social system.

Crm implementation failure at cigna corporation case study ppt – Hemaa

You miss out on the customization features of traditional enterprise applications, but you get Internet service functionality. Published by Elfreda Morrison Modified over 3 years ago. Huge amounts of data must be in the right place in the right format Must have a detailed understanding of the quality of the data … how to clean it up … how to keep it clean … where to source it … what third-party data is required Good data is an imperative for CRM investments to pay off Action Item: About project SlidePlayer Terms of Service.


Strategy and Sales Program Planning.

crm implementation failure at cigna corporation case study ppt

An integrated inplementation for enrollment, eligibility and claims processing Consolidate and upgrade several antiquated some dating back to back-end systems for claims processing faklure billing Integrate them with glitzy new customer-facing systems on the front-end Benefits Customer service reps will have a single unified view of members Customers would get one bill Medical claims proceed faster and more efficiently Project Cost: Don’t expect productivity gains for months after the new platforms go live – Don’t make business decisions based on anticipated projected savings or gains.

What gets measured and rewarded gets done! Dell CIO Technology challenges took a back seat to the challenge of breeding acceptance of the system to target users – customers and sales people, who are not technology professionals Hence, had to develop self-managing, simple tools L. Bought Two Packages Siebel software to handle call center functions Computer Sciences package for claims processing L.

Drive-in customers get food, entertainment, or cash incentives Most offers are time-sensitive, with tight expiration dates…. Just as we are careful and meticulous in managing cash and negotiables, we have a duty and obligation to exercise a high degree of care with the data that is the basis for customer relations and decision-making.

Aim of the CRM plan: How you connect CRM to the back office and bring customers on board makes all the difference.