Insurance companies fully understand the importance of customer relationships. The products, services, channels, systems, and experienced people all exist to attract and retain desired customers. Despite this obvious fact and many years of efforts aimed at creating customer-focused operations, many insurers are still fundamentally policy-centric or product-centric. Being a customer-centric organization involves more than an emphasis program, a company-wide campaign, or even a system. It requires a business model that has been designed with the customer at its core.
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