customer management.doc

customer management.doccustomer management
custommeranagementDo or Die: Adopting a Customer-Centric Business Strategy to Surviveby Harris R. Chorney, National Director—Insurance, KPMG S hiftin gcustomer needs areof business and agency structure,just from similar firms. Direct responsemandating significant changes in theadhering to the philosophy panies are increasing marketways insurers manage their“business as usual,” will face ashare by offering discounted premiumsbusinesses. They must align people,growing struggle to survive. Inas a result of much leaner costprocesses, and technology in newtoday’s dynamic and increasinglystructures. With significantly higherways to better understand petitive marketplace, change ise axpense ratios, companies withcustomers, address customer needs,necessity, not an distribution channels andand profitably manage the service methodologies areThose carriers who are beginning toEMERGING TRENDSfinding it increasingly difficult totackle this challenge are laying theThe insurance industry has pete. And, as the volume offoundation for future ess, whiledramatically changed its thinking inbusiness increases for direct writers, sothose who cling to the traditional linehow it operates due, in part, to andoes petitiveupward trend in earnings over theadvantage—expense ratios fallpast several years. This trend,much ,was being driv