Cross-industry claims management: processes, challenges, innovations, and strategic implications in revenue growth management
Revenue growth management (RGM) represents a critical strategic pillar across diverse industries, encompassing the systematic optimization of pricing, promotions, product assortment, channel strategies, and financial recoveries to drive sustainable revenue and profitability. This process ensures organizational competitiveness, customer loyalty, and financial resilience, yet it has historically been hampered by inefficiencies in handling claims and deductions that erode net revenues. As global markets evolve with digital transformation, claims management within RGM is undergoing a paradigm shift, driven by technological advancements, particularly artificial intelligence (AI). This comprehensive paper explores claims management across key industries—CPG/retail, manufacturing, oil & gas, and logistics & supply chain; delineates persistent issues and challenges; examines traditional resolution methods, highlights emerging AI approaches and frameworks; and elucidates the resultant business benefits. The paper intends to provide a holistic view, emphasizing evidence-based insights and cross-industry synergies while excluding insurance and medical claims.
