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CRM capabilities are mandatory for gaining a deeper understanding of customers and arming employees with the contextual information required to enhance the individual interaction and the overall experience. (Photo: Shutterstock)

Mention the acronym CRM and you’ll probably get varying responses from insurers. Some remember customer relationship management (CRM) as a painful experience from a prior era that they would rather forget. Certainly some insurers found great value in CRM and have extended and relied on these solutions up to the current day.

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Mark Breading


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