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Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media   |
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June 10, 2009
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The Key to Keeping Customers Is Getting to Know Them Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market. |
Bank Technology News
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Your Best Customers May Be Different Tomorrow Financial technology helps institutions predict which of their clients are worth fighting for... |
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August 23, 2013
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How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention. |
Insurance & Technology
November 26, 2003
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Keep Them Coming Back for More Now more than ever, carriers need to focus on keeping today's skeptical customer satisfied. |
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A Balanced Scorecard Approach To Measure Customer Profitability Some companies become customer-obsessed rather than customer-focused and lose potential profits. |
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November 2007
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Predicting Profitability After years of trial-and-error, enterprises are finally developing innovative strategies and incorporating new software to allow them to identify - and sell to - their most profitable customers. |
Bank Technology News
March 2007
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Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience. |
Insurance & Technology
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Kaytes & Josefowicz |
Technology and the Science of Customer Retention Data accessibility, analytics, rules-driven workflow, and process visibility can supply the capabilities insurers need to retain profitable customers. |
Financial Planning
June 1, 2010
Gabriel Garcia |
Divide and Conquer As the needs of clients expand and profitability contracts, advisors can use segmentation to improve their service strategy. |
CRM
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Is It Time to Replace Your Complaint Management System? Flexibility is the key to meeting evolving business challenges. |
CRM
January 21, 2005
Robert Kugel |
Seven Mistakes in Managing Customer Profitability Taking the right approach can lead to a sustainable competitive advantage. |
Insurance & Technology
November 15, 2006
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Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
October 18, 2004
Joshua Weinberger |
Hot Seat: Should CRM Focus on Maximizing Top Customers or Boosting the Profitability of Others? Some loyal customers may be only marginally valuable today, but enormously valuable tomorrow. |
Financial Planning
February 1, 2005
Julie Littlechild |
The Profit Problem Understanding what a financial adviser is making--or losing--on individual clients takes a lot of work. The alternative is to keep on flying blind. Client profitability is not about cash flow, and as a result, it often gets short shrift. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
Insurance & Technology
April 6, 2006
Cynthia Saccocia |
Know Your Customers It is vital that insurance companies understand the importance of developing products and services better suited to the evolving needs of the growing customer segment of retirees. |
On Wall Street
October 1, 2008
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So Many Client Segments, So Little Time A strategic approach to client segmentation improves customer satisfaction and your bottom line. |
Insurance & Technology
February 1, 2006
Phil Britt |
A Web of Support There has been an upturn in insurers' investments in Web-based tools that enable agents to work more efficiently and, through those efficiencies, sell more, increase commissions and make more money for the companies they represent. |
CRM
February 1, 2007
Nick Discombe |
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. |
Insurance & Technology
April 6, 2006
Katherine Burger |
Beyond the Crapshoot The product development process no longer is a dragged out, unscientific crapshoot. |
CRM
January 2005
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Profits One Customer at a Time CRM strategists often speak of improving company performance by boosting revenue on a per-customer basis. CRM magazine cuts through the hype to examine what individual customer profitability can--and cannot--do for your business. |
CIO
October 1, 2005
Alice Dragoon |
How to Do Customer Segmentation Right Here's how RBC Royal Bank has grown its market share by courting specific customer segments, such as retired snowbirds and future doctors. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
The Motley Fool
December 22, 2006
Matthew Crews |
Solectron's Losing Battle A turnaround seems less likely for the electronics manufacturer. Investors, take note. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
Insurance & Technology
February 10, 2010
Joel Curry |
Data Quality is Key to Agency Portal Performance A relatively small investment in data quality can make a big difference in helping insurers get more out of their agent portals than they put in. |
CRM
July 1, 2006
Collins, Dahlstrom & Singer |
Customer Segments Matter Executing segment-based strategies requires organizational change and a significant reorientation of planning and performance management processes. Taking the plunge will catalyze a closer relationship between the company and its customers. |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
Financial Planning
October 1, 2006
Stephanie Bogan |
Is Your Caboose Too Big? If your financial planning business is growing but you seem to be struggling with the same old problems, you need to revamp your client model. |
The Motley Fool
March 30, 2009
Kristin Graham |
Finding a Company to Hold Forever These five competitive forces can help uncover investments with long-term profitability. |
HBS Working Knowledge
October 6, 2003
Jonathan Byrnes |
Managing Profitability: One Year Later The most important issue facing managers in this difficult economy is making more money from the existing business without costly new initiatives. The author revisits this assertion from a year ago. |
Bank Systems & Technology
September 27, 2007
Nancy Feig |
Customer Satisfaction Is Key to Driving Organic Growth at Banks As banks seek new market segments to target, they're also looking at new ways in which their systems can improve the customer experience to increase share of wallet. |
Insurance & Technology
July 12, 2006
Maria Woehr |
Digging for Dollars The insurance agent often is portrayed as going door to door with an oversized briefcase brimming with paper applications. While that might have been so in the 1950s, today, selling insurance means connecting with the customer, and it takes more than just a smile and a shoeshine. It takes knowledge. |
HBS Working Knowledge
August 16, 2010
Sarah Jane Gilbert |
HBS Introduces Marketing Analysis Tools for Managers The tools can help managers inform decisions on market analysis, breakeven analysis, customer lifetime value, profit and pricing, and analyzing the competitive environment. |
Insurance & Technology
May 16, 2007
Susana Schwartz |
Drive For Automation Causes Insurance Carriers To Integrate The Internet has yielded more choices among comparative raters and aggregators, thus elevating agents to a more powerful position as the gatekeepers to multiple company ratings. |
InternetNews
July 18, 2006
Michael Hickins |
Microsoft Aligns Financials Microsoft hopes its strategy elicits a better reception from financial analysts than it did in April. |
CRM
December 2010
Robert Wollan |
Analyzing the New Customer Customer analytics are emerging as a competitive advantage |
Insurance & Technology
May 26, 2010
Anthony O'Donnell |
Carriers Shifting Distribution Dollars To Mobile, Accenture Research Finds Insurers are planning to invest on average $84 million on strategic distribution improvements over the next three years according to a survey of 125 insurers globally. |
Insurance & Technology
December 15, 2009
Anthony O'Donnell et al. |
4 Technology Solutions That Sizzle While insurers often are cautious in their adoption of emerging technologies, carriers are investing in four solutions -- cloud computing, mobile, analytics and social networking -- that are just too transformative to ignore. |
BusinessWeek
November 29, 2004
Suzanne Woolley |
Insurance: Take A Good, Hard Look Here's how the Spitzer investigations of the industry could affect you and how to handle insurance-related issues. |
Bank Systems & Technology
April 1, 2005
Keith Knudsen |
One Question For: Keith Knudsen, EVP, Security National Bank How is Security National Bank leveraging technology to improve customer relationships and boost profitability? |
Financial Planning
October 1, 2010
J. Scott Slater |
On Beyond AUM More advisors should look to drive additional revenue from charging separate fees for value-added services. |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
Insurance & Technology
January 5, 2007
Paul McDonnell |
It's a 'Buy' World This is an exciting time in the insurance industry, with several factors leading carriers to make key technology decisions in 2007. Carriers choosing to implement new solutions should recognize the critical need for flexible integration architecture. |
HBS Working Knowledge
July 14, 2003
Selden & Colvin |
M&A: The Value of a Customer The M&A valuation process often gives short shrift to the caliber of customers held by the target company. Here are analysis tools for assessing customer value. |
CRM
January 26, 2004
Nick Wreden |
Build a Customer P&L Sheet To thrive, companies must be able to calculate customer profitability as part of the process of determining customer equity. |
Financial Planning
March 1, 2011
Stephanie Bogan |
Growth: Realizing Your Potential To build your advisory practice into what you dream it will be, you need to see it clearly and then think like a businessperson, streamline operations and market yourself. |
Insurance & Technology
November 26, 2003
Cynthia Saccocia |
Placing Your Bets Technology Will insurers ante up on technology investments in front-office or back-office systems in 2004, or hold back? In this exclusive preview, TowerGroup assesses the field. |
Bank Systems & Technology
February 1, 2007
Greg Haislip |
'Operationalize' Tech Investments In 2007, the investment in their technology foundation will be under pressure to deliver measurable improvement in customer loyalty, profitability, sustainable regulatory compliance and revenue growth. |
