As the economy continues to crumble and people prioritize their spending by searching for the most-affordable policies and eschewing loyalty in favor of the bottom line, insurers are scrambling to do whatever is in their power to retain customers. To this end, maintaining an effective customer relationship management (CRM) system is top-of-mind for many CIOs.
CRM remains a major focus for business executives, because the goals of acquiring, developing and retaining customers in a profitable manner are timeless, said Ed Thompson, VP and analyst at Gartner in a press release. This trend is also confirmed by Gartners annual Executive Programs (EXP) survey of more than 1,500 CIOs worldwide that showed that CRM remained a top priority for CIOs who ranked CRM and other enterprise applications their No. 2 technology priority in 2009.
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