Five years ago, customer relationship management was the business strategy that financial services executives were embracing. The promise of technologies that could improve sales, marketing, customer service, customer retention and-most importantly-revenue was an alluring selling point to senior executives concerned about increased competition in a changing financial services landscape.

Today, CRM is regarded by many industry observers as a failed undertaking, associated with cost overruns, ambiguous purposes and goals, and broken promises. Those opinions, however, don't accurately epitomize most carriers' experience with CRM, according to the findings of a new report, "CRM and the Insurance Industry," by Aberdeen Group Inc. and Insurance Networking News.

Register or login for access to this item and much more

All Digital Insurance content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access