An SMA Research Report
- Author(s):
- Mark A. Breading, Partner
- Publication Date:
- February 11, 2016
- Number of Pages:
- 5
- Price:
- $395.00 USD
Customer Relationship Management (CRM) has a new lease on life in insurance. The intense focus on customer experience has resulted in a new appreciation for CRM solutions. This research brief provides a snapshot of the state of CRM in insurance and insurer plans for investing in and enhancing CRM capabilities.
CRM in Insurance is based on a survey of North American insurers and SMA partner observations based on interactions with insurers that are developing new CRM strategies. The report – which covers P&C and L&A insurers
- Identifies the percentage of insurers planning to implement new CRM solutions and the percentage investing in major enhancements,
- Documents the percentage of insurers that currently have CRM solutions implemented, broken down by insurer size and line of business,
- Ranks the top technology capabilities insurers are seeking in new CRM solutions,
- Discusses CRM implications for insurers, and
- Provides an SMA Call to Action to guide strategies and plans for CRM.
The report provides evidence that CRM is experiencing a resurgence and has a major role to play in improving the customer experience in insurance.