Key State Blue Cross and Blue Shield Plan: A Strategy for Winning in the Market through Customer-Focused Service Harvard Case Solution & Analysis

Key State Blue Cross along with Blue Shield Plan (a camouflaged case of a real BCBS Plan) is the merged item of 3 state strategies. Strained with a credibility of bad customer service, Key State's executives chose to invest significantly in service enhancement, ultimately attaining exceptional levels. Key State's premium customer care became a real competitive benefit for its clients, who were mostly companies and health advantages experts who affected business buyers of medical insurance.

The Key State brand name came to be associated with individual service, reliability, option, and security. The health care insurance coverage market was altering under Key State's feet. The health care insurance coverage market was being transformed by monetary organizations ready to hold health advantage accounts and pay carriers straight, consequently removing the requirement for Key State as a conciliator.

PUBLICATION DATE: March 05, 2010 PRODUCT #: KEL436-PDF-ENG

This is just an excerpt. This case is about STRATEGY & EXECUTION

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Key State Blue Cross and Blue Shield Plan: A Strategy for Winning in the Market through Customer-Focused Service

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