Over the course of the past decade, thousands of organizations have used business process redesign and information technology to get to know their customers well, and they have used that information to do a better job of meeting their customers’ needs. Five years ago, anyone who had a checking account, a mortgage, an auto loan, and a credit card with the same financial institution might as well have been dealing with four different companies. Today, more often than not, that individual gets one statement each month that consolidates his or her entire relationship with that financial institution. The bank knows the extent of its relationship with each customer, and its customers can manage their accounts and loans in a unified, coordinated manner.
About Charles Baker, Jr.
Charles D. Baker, Jr., is the Governor of the Commonwealth of Massachusetts. He was President and CEO of Harvard Pilgrim Health Care, Inc. Previously, Mr. Baker was President and CEO of Harvard Vanguard Medical Associates and, before that, served as Secretary of Administration and Finance and Secretary of Health and Human Services during the Weld and Cellucci administrations. In these posts, Mr. Baker planned and implemented major changes in public policy that reaped hundreds of millions of dollars in taxpayer savings while expanding health care coverage and services. Among his many achievements, he is credited with reforming the Massachusetts Medicaid program and overseeing a major overhaul of the Commonwealth’s regulatory and purchasing functions. Mr. Baker formerly serves on the Massachusetts Board of Education and on the boards of The Kenneth B. Schwartz Center, Pioneer Institute, Big Brother Association, Massachusetts Taxpayers Foundation, and American Association of Health Plans. He chaired the Massachusetts Association of Health Plans.