(Percentage of respondents)Cariers Agents/brokers

Business-to-business e-commerce 63% 32%

Analytical/business intelligence tools 57% 16%

Business-to-consumer e-commerce 49% 30%

Relational database management system 43% 40%

Intranet Web portal 37% 19%

Employee self-service/intranet 34% 22%

CRM & sales automation 29% 27%

Call center/customer care 26% 19%

Extranet trading partner network/marketplace 23% 16%

Mobile/wireless messaging software 9% 5%

Other 9% 8%

Source: Insurance Networking survey of 73 carriers, agents and brokers.

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