مقاله انگلیسی رایگان در مورد مدیریت ارتباط با مشتری در صنعت بیمه – الزویر 2014

The rising expectations of customers have forced the insurance sector to introduce more and more new customer relationship management initiatives as it has got a serious impact on the sale of the insurance products, while the technological advances and decreasing costs of technology have reduced barriers to adopting IT based CRM initiatives. As the profitability of the insurance sector is mainly depend on the services it offers and on meeting the customer demand on a regular basis, this suggests that a good CRM initiatives must be the foundation of the insurance sector. The major burden the industry faces is obtaining and keeping clients. This is due to the fact that it has become increasingly difficult for this particular sector to gain profits while curtailing costs. The purpose of the paper is to present the benefits resulting from the application of new technologies, thus estimating the pace of change, the new opportunities and the need for flexibility in the relationship with customers while highlighting the importance of the human component in order to ensure the successful implementation of CRM.