A Customer Relationship Management (CRM) program for payers requires a specially selected set of information that will support analysis, opportunity identification, data mining and campaign management. This unique set of information is stored in a database that makes sense. CPM has developed this blueprint, called the Data Model, from over 20 years of understanding healthcare problems and the data required to solve them.

The knowledge required for CRM for healthcare is very different from all other industries. It is technical and filled with complex member, health claims and prescription drug claims data,and provider information including procedural and diagnostic acronyms such as MDC, ICD-9, CPT-4 and DRG. Don't be fooled by one-size-fits-all solutions that are professed to work with any industry--they won't. You need the right data and the right applications to fit your needs.

Many CRM solutions don't even have a generalized data model because they don't understand the data requirements, or the database is too difficult to construct. That means it's up to you--the user--to build the database or to rely on your IT department.

The Data Model is the heart and soul of your CRM application. It is the basis for campaigns that increase your consumer base and make you more valuable to your existing members. So, it's imperative that your solution provider has a data model built from years of CRM knowledge, experience and success in the healthcare industry.

At CPM we're focused on the WHOLE problem, beginning with the data!