竞争策略--毕马威-生存或倒闭采用以客户为中心的策略.pdfVIP

customermanagement Do or Die: Adopting a Customer-Centric Business Strategy to Survive by Harris R. Chorney , National Director—Insurance, KPMG Shifting customer needs are of business and agency structure, just from similar firms. Direct response mandating significant changes in the adhering to the philosophy of companies are increasing market ways insurers manage their “business as usual,” will face a share by offering discounted premiums businesses. They must align people, growing struggle to survive. In as a result of much leaner cost processes, and technology in new today’s dynamic and increasingly structures. With significantly higher ways to better understand their competitive marketplace, change is a expense ratios, companies with customers, address customer needs, necessity, not an option. traditional distribution channels and and profitably manage the customer. customer service methodologies are Those carriers who are beginning to EMERGING TRENDS finding it increasingly difficult to tackle this challenge are laying the The insurance industry has not compete. And, as the volume of foundation for future success, while dramatically changed its thinking in business increases for direct writers, so those who cling to the traditional line how it operates due, in part, to an does their competitive upward trend in earnings over the advantage—expense ratios fall past several years. This trend, much faster. however,