For many consumer-goods providers, one-stop shopping has long been regarded as the pinnacle of customer relationship management (CRM). But some have learned that offering one-stop shopping-as all encompassing as it can be-comes equipped with complications.In their zeal to become all things to all people, a host of consumer-goods providers lost their overall focus, and in turn alienated customers. Insurance companies that have established a bank over the past four years have found this dilemma to be more imagined than real.
Carriers such as Allstate, Principal and State Farm indicate that not only are they not losing focus on their core competencies, but they are actually sharpening the focus to thrive in the banking arena for the long haul.
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