About this paper
With the transformations the health insurance industry is undergoing, more people will be accessing insurance as individuals rather than through employer plans, creating a new consumer-driven retail market of increasingly savvy consumers of health insurance and health care. Success will involve understanding consumers at a deeper level and engaging directly with them as they participate in a more consumer-directed health care environment. Insurers would do well to learn from other industries where key players have mastered the art and science of consumer engagement. SAS has identified five major characteristics of customer-centric organizations that are essential to success. This paper explores each characteristic and discusses how health insurance companies can use them as a guide to help them make operational, organizational and technology decisions.
SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions, SAS helps customers at more than 75,000 sites improve performance and deliver value by making better decisions faster. Since 1976 SAS has been giving customers around the world THE POWER TO KNOW®.