Insurance Technology - CRM in Global Insurance (Review Report)

Table of Contents

• Overview
  • Catalyst
  • Summary
  • Methodology
• Executive Summary
  • Introduction
  • Understanding the Opportunities for CRM in Global Insurance (Market Focus)
  • Protecting and Improving Insurer' s Margins with CRM (Strategy Focus)
  • Customer Relationship Management Software Spending through 2012 in Insurance - North America (Databook)
  • Customer Relationship Management Software Spending through 2012 in Insurance - Western Europe (Databook)
• Table of Contents
• Table of figures
• Table of tables
• Understanding the Opportunities for CRM In Global Insurance (Market Focus)
  • Summary
  • CRM will enable insurers to compete - and excel - in today' s highly competitive market
    • Focus on the customer in order to improve sales and service productivity
    • Improve customer retention and customer growth: Keys to being competitive
  • Insurers must use CRM to navigate the different global challenges
    • The United States
    • Europe
    • BRIC
  • CRM must shed its negative legacy and prove ROI by focusing on business rather than IT implications
  • Vendors must clearly communicate that today' s CRM strategies have evolved
  • Vendors and end-users must strive for enterprise-wide implementations-"Break Down the Silos"
  • Ensure that end-user participation is maximized
• Protecting and Improving Insurer' s Margins with CRM (Strategy Focus)
  • Summary
  • Insurers must gain a full view of the customer in order to drive cross-sales and allocate resources more efficiently
    • Customer centricity begins with Customer Data Integration (CDI)
    • Customer segmentation: The first step in customer analytics
    • Beyond segmentation: Portfolio Analysis and Predictive Analytics
  • Insurers must aggressively manage their producers, i.e. agents and brokers
    • Portals: The differing needs of captive and independent agents
  • Insurers need to integrate and automate sales, marketing and operations
    • "Close the Loop"
    • Intelligent automation reduces costs and improves service
  • Design flexible offerings that meet the needs of the intricate insurance process
  • Create insurer-agent portals that allow for collaboration but respect the agent' s sovereignty
  • Know where the market is heading so that you can properly market to insurers
• Customer Relationship Management Software Spending through 2012 in Insurance - North America (Databook)
  • Introduction
  • Global Spending on CRM Licenses by Insurers, by Region, through 2012
  • North American Spending on CRM Licenses by Insurers, by Country, through 2012
  • North American Spending on CRM Licenses, by Insurer Type, through 2012
• Customer Relationship Management Software Spending through 2012 in Insurance - Western Europe (Databook)
  • Introduction
  • Global Spending on CRM Licenses by Insurers, by Region, through 2012
  • Western European Spending on CRM Licenses by Insurers, by Country, through 2012
  • Western European Spending on CRM Licenses, by Insurer Type, through 2012
• APPENDIX
  • Definitions
  • Methodology
  • Further reading
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer
  • List of Tables
    • Table 1: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)
    • Table 2: North American Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)
    • Table 3: North American Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)
    • Table 4: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)
    • Table 5: Western European Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)
    • Table 6: Western European Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)
  • List of Figures
    • Figure 1: Current threats and strategies
    • Figure 2: Premium Growth in BRIC compared to G7
    • Figure 3: The process required to turn a prospective customer into a policyholder
    • Figure 4: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)
    • Figure 5: North American Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)
    • Figure 6: North American Spending on CRM Licenses, by Insurer Type, through 2012 ($ millions)
    • Figure 7: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)
    • Figure 8: Western European Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)
    • Figure 9: Western European Spending on CRM Licenses, by Insurer Type, through 2012 ($ millions)