What do customers want?  Whether an insurance carrier is selling direct to consumer or though a multi-layered distribution network, the customer presents an ongoing challenge. Insurance marketers are often trying to hit a moving target as they evaluate the secret sauce to customer engagement.

A research report issued by interactive marketing and technology firm Razorfish sought to uncover, in generic form, the needs and desires of the consumer, and one of its authors, Teresa Caro, director, CRM, says insurers can learn much from its results.

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