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CRM February 16, 2011 Koa Beck	Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel.
CRM February 2014 Robert Wollan	Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers.
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 July 25, 2005 Wendy Toth	Satisfaction Is Job One To address the need for improved property and casualty claims management, technology providers launched a preconfigured claims management solution for midsize insurers that combines Accenture's claims process and systems integration expertise with SAP's software development experience.
Insurance & Technology May 20, 2009 Katherine Burger	News from 2009 ACORD LOMA Insurance System Forum: Agent Channel Still Dominates, But Online Gains Ground Accenture study of U.S. consumers hints at retention, loyalty challenges.
CRM March 2011 Robert Wollan	The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy.
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.
CRM May 2015 Robert Wollan	Tapping the Switching Economy Three tips for keeping customers from straying.
Bank Systems & Technology July 19, 2010 Penny Crosman	Bank Execs Plan to Revise Long-Term Strategies Post Dodd-Frank, Survey Shows Two-thirds anticipate an increased focus on growth.
Insurance & Technology January 7, 2008 Peggy Bresnick Kendler	Real-Time Information Crucial To Informed Healthcare Decisions Facing increased pressure to control costs, the health insurance industry must empower consumers to make informed healthcare decisions by providing them with access to real-time information.
CRM May 2014 Robert Wollan	Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences.
Insurance & Technology June 1, 2006 Maria Woehr	Mass. Revision Technology will play a key role in supporting the Massachusetts healthcare reform legislation - which possibly could serve as a blueprint for a national model - that would establish affordable health insurance for all residents.
Bank Systems & Technology January 31, 2006 Robert Wollan	CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand.
Investment Advisor April 2007 Marlene Y. Satter	Keep Them Satisfied Financial advisors know that clients' feelings about money can have a dramatic effect on the financial plans that have been crafted so carefully for them. Their attitudes on insurance providers can also play a role.
Insurance & Technology April 5, 2006 Anthony O'Donnell	Partners and Rivals The shift by consumers to lower-premium high-deductible health plans along with the redirection of healthcare dollars into bank accounts represents a serious challenge for insurers, and a serious opportunity for banks and other financial services companies.
CRM May 2012 Robert Wollan	Knowing Your Customers in the Digital Age New technologies mean new challenges.
HBS Working Knowledge July 14, 2006 Regina E. Herzlinger	The Case for Consumer-Driven Medicaid The Medicaid program is a health insurance safety net for 52 million Americans, but the price tag threatens the financial stability of the states. South Carolina provides a model in consumer-driven healthcare.
Managed Care August 2005	Who's Responsible For Controlling Costs? When it comes to controlling rising health care costs, consumers think the responsibility rests squarely on health insurance companies' shoulders, a new survey says.
Pharmaceutical Executive October 1, 2006	Sales and Marketing: Where the Buck Stops Pharma's ultimate customer is the employer - the guy who pays the health plan's bill. Here's what he wants to know about drugs.
Entrepreneur May 2003 Mark Henricks	Take Your Pick Want to keep health-care costs low and employees happy in today's economy? It's still a good idea to look into cafeteria-style flexible plans.
Insurance & Technology April 6, 2010 Anthony O'Donnell	Healthcare Reform Will Require Massive Insurance IT Spending Caught off guard by the passage of the Patient Protection and Affordable Care Act of 2010, insurers must modernize IT while increasing operational efficiency.
Pharmaceutical Executive January 1, 2007 Sarah Houlton	Global Report: No Satisfaction Germans on both sides of the political spectrum agree that their country's healthcare system needs reform. The latest attempt at change, though, doesn't really meet either side's needs.
Managed Care December 2006 MargaretAnn Cross	Confronting The Medicare Cost Shift Plans are increasingly concerned about the degree to which providers overcharge them to make up for losses from government programs.
CRM June 1, 2004 Joshua Weinberger	Ensuring the Success of Insurance Companies The consensus is clear: When it comes to CRM, the insurance industry tends to lag compared to the bankers and investment types.
CRM April 2015 Leonard Klie	The Switching Economy Hits Home Poor customer service accounts for most company defections.
CRM October 2015 Robert Wollan	Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital
Insurance & Technology May 27, 2010 Anthony O'Donnell	Accenture Debuts Enhanced Technology Offerings at ACORD LOMA Insurance Systems Forum Among the systems revamped include Accenture Claim Components, Accenture Policy Components and the Accenture Life Insurance Platform.
Financial Planning April 1, 2007 Leif Wellington Haase	To Our Health With healthcare costs continuing to spiral out of control, it's time for Americans to take a serious look at solutions.
CRM November 1, 2006	Statistically Speaking 47% of the 1,000 U.S. consumers Accenture surveyed have stopped doing business with a company within the past year... RFID software and services revenue is expected to be $3.1 billion in 2007... etc.
Managed Care February 2004	Overall, a good climate in 2004 Operating performance is expected to be strong this year, thanks to moderating medical costs and rate increases that are forecast to run between 10 percent and 12 percent, on average.
CRM December 11, 2015	Accenture and Adobe Expand Their Partnership The two companies will work together on solutions and services based on Adobe Marketing Cloud to accelerate digital marketing transformation for clients in North America and Europe.
CRM September 2010 David Rich	Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge.
Insurance & Technology December 15, 2009	10 in 2010: What to Watch in The Year Ahead The I&T editorial team offers some predictions for the coming year's insurance technology newsmakers.
Job Journal July 25, 2004 Michael Kinsman	Career Pros: Too Few Workers Insured When a problem affects nearly 44 million Americans, it becomes everyone's problem. Industry leaders hope to fund expanded coverage.
CRM August 19, 2011 McNally & Walheim	Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance
The Motley Fool December 10, 2009 Brian Orelli	The Public Option Is Dead. Again. Maybe. So why haven't health insurers' stocks rebounded?
CRM February 2010 David Rich	The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service.
Insurance & Technology February 5, 2007 Anthony O'Donnell	Consolidation Laggards European and Asian life insurers have an edge over North American companies in policy administration systems consolidation.
CRM January 2010 Lauren McKay	Insurance -- Pursuing a New Policy The insurance industry is slowly shifting from traditional to trendy.
Job Journal July 24, 2005 Michael Kinsman	Career Pros: Ailing Healthcare Coverage As healthcare costs increase, a survey by Yankelovich finds more workers rate healthcare coverage as their preferred employee benefit.
Job Journal March 15, 2009 John A. Challenger	Career Pros: Job Changes Increase Your Value With loyalty downsized, a broad range of experience is more prized.
Job Journal July 23, 2006 James E. Challenger	Versatile Professional or Job Hopper? An individual with a job history showing several job experiences can be very attractive to an employer. The key is knowing when to jump and how to communicate what you accomplished at each company.
Managed Care November 1999 Steve Wetzell	To Cure Risk Aversion, Employers Eye Risk Adjustment ...The more employers can get consumers involved in the game, the more providers will become directly accountable to consumers. Under traditional managed care, employers -- without realizing it -- have put themselves in the middle of the relationship between physicians and their patients...
Nursing Management April 2011 Deborah E. Trautman	Healthcare Reform: 1 Year Later A year after the Patient Protection and Affordable Care Act was signed into law, the nation remains divided.
Financial Planning July 1, 2006 Robert M. Hayes	Preserve Medicare Medicare is a roadmap for the future healthcare of America. It should be fine-tuned and improved, not undermined and privatized as the Washington power brokers are now attempting to do.
CRM August 1, 2003 Martin Schneider	News in Brief The CRM services market is expected to grow by 20 percent in 2004, after deferred projects move towards completion... IT spending does not directly correlate to derived value and ROI... More than 65 percent of healthcare companies say they were looking to add personalized marketing solutions... etc.
HBS Working Knowledge July 12, 2006 Roger Thompson	Competition the Cure for Healthcare Michael Porter is considered by many the world's foremost authority on competition and strategy. So when he discusses the need for fundamental reform in the way the United States delivers healthcare, people listen.
BusinessWeek January 12, 2004	Insurance: From Perfect Storm To Nearly Perfect Few catastrophes and strong investment returns are boosting profits. More consolidation is likely as players jostle for market share.
Bank Technology News February 2008 Michael Sisk	Open Road Estimates on the growth of the consumer-driven health care market vary, but virtually all predict robust increases.
Insurance & Technology December 19, 2007 Anthony O'Donnell	Accenture Sues Guidewire for Alleged Patent Infringement Accenture filed a lawsuit alleging that insurance claims software rival Guidewire has infringed the U.S. patent protecting the Accenture Claim Components solution and has misappropriated trade secrets related to the design.