The top three business drivers of insurers’ CCM and ECM investment are improving customer service, better understanding customers and increasing retention. So says two new reports that shed some light on insurer IT spending plans. The reports, issued today by research and advisory firm Strategy Meets Action (SMA), focus on customer communications management (CCM) and enterprise content management (ECM).

"CCM & ECM: Insurer Priorities and Plans," addresses investment business drivers, IT spending plans, and IT solution approaches, while "CCM & ECM: Insurer Buying Behavior," takes a detailed look at insurer plans by major line of business and company size (tier).

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