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SMA Strategy Meets Action is conducting a research study in partnership with Tech Decisions on the topic of customer communications and content management.

The study will address how insurers and agents manage all types of interactions with customers and all types of customer documents/content. These areas–sometimes called CCM (customer communications management) and ECM (enterprise content management)–are interdependent. The scope of the survey includes inbound communications (voice, paper, and computer based), correspondence and document management, and outbound communications (e-delivery, electronic bill presentment and payment).

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