Reading the audience.
In an industry where often the only way to come out ahead of rivals is to compete on service, customer relationship management is an extremely valuable tool. If it is used properly, giving customers what you know they want can reap rewards, says Veronica Cowan.
The insurance industry is often accused of not having a goodrelationship with its customers. But before this can be rectified, it is
essential for insurers and brokers to know their customers and
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