CCM & ECM: Insurer Buying Behavior

Deborah M. Smallwood, Senior Partner
Mark A. Breading, Partner
Publication Date:
January 3, 2011
Number of Pages:
$1,495.00 USD

Business drivers and IT solution implementation for CCM and ECM solutions varies considerably by insurer size (tier) and major line of business. Insurers in North America spend $7 Billion per year on the inter-related areas of customer communications management (CCM) and enterprise content management (ECM). The what, why, and how of this spending differs by tier and major line of business. See Figure 1 for an example of differences by tier. This report addresses specific capabilities required by insurers and covers behaviors by tier and line of business.

CCM & ECM: Insurer Buying Behavior addresses the capabilities required by insurers and answers the questions below for 4 major tiers and 3 major lines of business/segments (property & casualty, life & annuities, multi-line):

  • What are the business drivers for investment in customer communications and content management?
  • How do insurers 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, e-signatures, correspondence management, enterprise content management, e-delivery, and EBPP.

Insurers, agents/brokers, IT solution providers, service providers, and all participants in the insurance ecosystem will find this report useful.


Table of Contents

  • Executive Summary 3
  • About the Research 5
  • Buying Behavior by Capability Area 12
  • Buying Behavior by Tier 17
  • Buying Behavior by Line of Business 29
  • SMA Call to Action 40
  • About Strategy Meets Action 44