CCM & ECM: Agent Priorities and Plans

Deborah M. Smallwood, Senior Partner
Mark A. Breading, Senior Partner
Publication Date:
January 21, 2011
Number of Pages:
$995.00 USD

This report addresses the business drivers, priorities, and IT spending plans of agents and brokers for CCM and ECM. Over 40,000 insurance agencies and brokerages in North America play a key role in the effectiveness of both customer communications management (CCM) and enterprise content management (ECM). Other reports in the Strategy Meets Action CCM and ECM series cover insurer priorities and plans, insurer buying behaviors by tier and line of business, and the IT solutions marketplace.

 CCM & ECM: Agent Plans and Priorities addresses the capabilities required by agents/brokers and answers these questions:

  • What are the business drivers for investment in customer communications and content management?
  • How do agents/brokers approach technology solutions for CCM and ECM?
  • What is the projected technology investment for 2011 and beyond?
  • What are the plans and investments by functional capability areas, including areas such as imaging, document and content management, e-signatures, correspondence management, and e-delivery?

 See Figure 1 on business drivers of IT spending for an example from the report.




Table of Contents

  • Executive Summary 3
  • About the Research 5
  • Business Drivers and Priorities 11
  • IT Spending Patterns and Plans 18
  • IT Solution Approaches 24
  • SMA Call to Action 26
  • About Strategy Meets Action 28