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For eBusiness & Channel Strategy Professionals

Will Plans Abandon $1.4B In Annual CDHP Profits?

Health Plans' Service Issues Will Cause Market Deceleration If Ignored

February 12, 2007

By Carlton A. Doty with Carrie Johnson, Bradford J. Holmes, Elizabeth Boehm, Brian Tesch

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Why Read This Report

Recent evidence shows that consumer-driven health plans (CDHPs) are beginning to gain market share faster than Forrester predicted in 2003. However, enrollees in these plans will demand improved customer service and online capabilities that help them manage the complexities of high-deductible health plans coupled with savings options. Plans could be their own worst enemies, as service shortcomings will contribute to consumer resistance, which employers hear loud and clear. Health plan product strategy professionals and channel managers should focus their efforts on demonstrating real results for employers and an absolute commitment to superior customer service for their members.
Tags: Brand Tactics, Co-Creation, Consumer Healthcare, Consumer-Directed Health Plans, Customer Experience Management, Direct Marketing, Health Plans, Healthcare & Life Sciences
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TABLE OF CONTENTS

  • CDHP Adoption Is Rising, But Plans' Service Issues Could Hinder Growth
  • Health Plans' Service Improvement Priorities
  • Best Practices For Product Management And eBusiness Professionals

  • WHAT IT MEANS

    Financial Institutions And Technology Vendors Are Chomping At The Bit
  • Supplemental Material
  • Related Research Documents
 
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