CRM Implementation Failure at Cigna Corporation |
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"Unfortunately, we have not executed well on transformation."1 - Patrick Welch, President, Cigna Healthcare, on the
implementation of the CRM "They had no clue about what it would take to get all the docs, hospitals, fee schedules and everything loaded on the new systems."2 - Former employee of Cigna Healthcare, on the procedure adopted to migrate customer accounts to the new systems, in 2004. Introduction
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