ABC Health Plan, USA, a nationwide US managed care plan focussed primarily on behavioural health, and set out to position itself as the leading organisation in terms of plan benefits orientation. The plan, with over 9-million members in several states, had historically focussed on traditional behavioural health benefits. ABC wished to identify the lifestyle-oriented services that members desired and then create a new plan to better serve its existing members and pitch a unique proposition to pro...

BPIR Categories

1.3.3 Review customer relationship approach
1.2.3 Identify new innovations that meet customer needs

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