Challenge: Each team member had disparate lists of prospective clients across payers, providers, and intermediaries, with no standardized method of qualification or tracking.

• Lack of CRM Infrastructure – While ARC was growing quickly, we lacked a centralized CRM system to manage pipelines, outreach, and customer engagement across stakeholders.

• Limited Strategic Segmentation – We needed a smarter, data-driven way to prioritize outreach based on organizational readiness for risk, population size, and regional policy trends.

  Results/Outcomes:

  Design and implementation of a Global Healthcare Targeting and CRM Strategy, resulting in:

  • Curated, tiered prospect lists across key customer segments: risk-bearing provider groups, ACOs, regional payers, and MSOs—both domestic and international.

  • Segmentation logic that factored in VBC readiness, attributed lives, current contract structures, and regulatory environment.

  • Implementation of a lightweight CRM system to track engagements, outreach cadences, and conversion metrics. This system supported dashboards for weekly leadership reviews.

  • Creation of customer journey templates to map key touchpoints from first meeting to signed agreement, reducing onboarding friction and aligning internal sales efforts.

  As a result, we increased top-of-funnel prospect engagement by 40%, streamlined pipeline forecasting, and aligned product demos with high-fit customers—accelerating ARC’s growth trajectory.

  Lessons Learned:

• Start small, scale smart: Begin with a core set of criteria and refine your segmentation model through iteration.

• Cross-functional alignment is key: The best CRM strategies aren't built in isolation—they're co-developed with marketing, product, and delivery teams to ensure insights flow both ways.

• The platform is only as good as the process: Tools like Salesforce or HubSpot matter, but the real value lies in the discipline of data hygiene, thoughtful prioritization, and shared accountability.