title: Using technology to move beyond customer satisfaction.
abstract: If you don't deliver service your customers value, someone else will. Access to information is the foundation of customer satisfaction and retention. Here's how one organization determined that the efficiencies of a document-to-data information management system could pay for itself in the first year.
authors.affiliation: Blue Cross Blue Shield of North Carolina, Durham, USA.
authors.forename: J
authors.initials: J
authors.lastname: Pease
mesh_terms: D054598:Blue Cross Blue Shield Insurance Plans; D003258:Consumer Behavior; D017598:Efficiency, Organizational; D008329:Managed Care Programs / Q000458:organization & administration* / Q000592:standards; D008331:Management Information Systems; D009657:North Carolina