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What were the objectives of BCBS-KC in building its CRM system? 2. What was wrong with the existing systems used for working with customers? 3.

What were the objectives of BCBS-KC in building its CRM system? 2. What was wrong with the existing systems used for working with customers? 3. What was the purpose of the change management taskforce? 4. How was the Large Group Sales division using the new CRM? 5. What role did identifying "pain points" in the existing systems play in developing the new system

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