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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).

This study will determine:

  • What are the business drivers for investment in customer communications and content management?
  • How do insurers approach technology solutions for CCM and ECM?
  • What is the projected technology investment for 2011 and beyond?
  • What are the plans and investments by functional capability areas (inbound, management and outbound)?
  • How do the solution providers in the marketplace align to insurer needs?

The survey is quick and simple and requires no more than 10 minutes to complete. A vendor survey is also being conducted, to gather their perspective as well. The first 100 participants will be entered into a drawing for an iPad.

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