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Monthly Archives: March 2010

Customer Communication Management

March 31, 2010

Deb Smallwood - founder of Strategy Meets Action (SMA), a Boston-based firm that provides analyst and consulting services to the insurance industry - comments on the challenging conditions for insurance industry players today and the increasingly demanding requirements from their customers:

"In our recent research effort into the current challenges for insurers in North America, we uncovered the key initiatives all insurers should be considering. 'The Top 10 Imperatives For Insurers' summarizes our findings from 100's of hours of interviews with insurers. One top focus is the need by insurers to holistically link their customer communication management (CCM) efforts. This initiative revolves around integrating voice, data, and paper interactions with all channels and processes across the enterprise. Managing document creation and output is an essential aspect of CCM, with many insurers looking to upgrade their current legacy technology with mo