Analyst Report

Celent's Insurance CRM: Keys to Implementation

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The insurance industry faces multiple challenges that make improvement in customer management a priority. First, most transactions take place in a complex ecosystem where ownership of the end customer relationship is murky. Coordination between intermediaries and insurers is difficult, and there are many opportunities for suboptimal customer service. Additionally, customer expectations are being changed and shaped by consumer purchasing experiences in other industries. New service models deliver more efficient and intimate engagement from companies such as Amazon.


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