CRM at the Helm of Long-Term Strategy at Boston Children’s

Managing change is hard, even for innovative organizations like Boston Children’s Hospital. “That’s something I hear in all the businesses I’ve worked with, from GE to Cigna to here,” says William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s.

William Gagnon, senior director of global digital strategy and customer engagement at Boston Children’s

Digital transformation at Boston Children’s is laser-focused on making the shift to a customer perspective—and customers include a range of stakeholders, from internal physicians and referring physicians to patients, families, and even clinical operations.

A key component of Boston Children’s transformation strategy is implementation of a CRM system. “If we look at things from a stakeholder’s perspective, [the question is] really, how do people want to be treated?” asks Gagnon.

Read our full story now to learn about the short-term wins and long-term vision at Boston Children’s:

Short-Term Wins, Long-Term Strategy: CRM at Boston Children’s Hospital

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Matt Humphrey
President