OUR VIEW 1 CATALYST 1 SUMMARY 1 ANALYSIS 2 CRM will enable insurers to compete - and excel - in todays highly competitive market 2 Focus on the customer in order to improve sales and service productivity 2 Improve customer retention and customer growth: Keys to being competitive 3 Insurers must use CRM to navigate the different global challenges 4 The United States 4 Europe 4 BRIC 5 CRM must shed its negative legacy and prove ROI by focusing on business rather than IT implications 6 ACTIONS 8 Vendors must clearly communicate that todays CRM strategies have evolved 8 Vendors and end-users must strive for enterprise-wide implementations-'Break Down the Silos' 8 Ensure that end-user participation is maximized 8 APPENDIX 9 Definitions 9 Methodology 9 Further reading 9 Ask the analyst 9 Our consulting 10 Disclaimer 10 List of Figures Figure 1: Current threats and strategies 3 Figure 2: Premium Growth in BRIC compared to G7 5
