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Customer Communications Management, long established as a need in the insurance industry, is gaining momentum as a primary discipline. But has the industry really made progress in managing communications with customers, or is CCM just another fancy acronym or the latest buzzword? Has the industry moved ahead?

The answer in a nutshell is yes — and no. Real advances have been made, and increasingly robust IT solutions are available in the marketplace. However, insurers still have a long way to go to implement CCM across all channels and all functional areas. For some insurers, good coordination of communications across their channels is sorely lacking, and the results are inconsistent messages, inefficient use of resources, and unhappy customers.

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Mark Breading



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