发布时间：2008.1

摘要

Overview

Introduction

This report combines the two briefs from the CRM theme for Q4 2007. Areas covered include market conditions and developments across the L&P and P&C sector, as well as strategies for meeting the market conditions.

Scope

• Covers the global market with specific emphasis on North America and Western Europe

• Forecasts CRM software license and subscription spend by region through 2012, with spend broken down by country and insurer type

Highlights

Insurers must gain a full view of the customer in order to identify and grow the most profitable customers, and marginalize the customers that have little or no profit potential.

To capitalize on opportunities and to thwart competition, insurers must become customer centric. The insurers that master the customer relationship will witness a boom to the bottom line.

According to Datamonitor projections, global CRM license sales will grow 9% annually through 2012, reaching $440 million.

Reasons to Purchase

• Understand how to compete better in today's evolving insurance market

• Understand the current and future direction of CRM spending in the insurance sector

目录及图表

Overview	1
Catalyst	1
Summary	1
Methodology	1
Executive Summary	2
Introduction	2
Understanding the Opportunities for CRM in Global Insurance (Market Focus)	2
Protecting and Improving Insurer's Margins with CRM (Strategy Focus)	2
Customer Relationship Management Software Spending through 2012 in Insurance - North America (Databook)	3
Customer Relationship Management Software Spending through 2012 in Insurance - Western Europe (Databook)	3
Table of Contents	4
Table of figures	5
Table of tables	6
Understanding the Opportunities for CRM In Global Insurance (Market Focus)	7
Summary	7
CRM will enable insurers to compete - and excel - in today's highly competitive market	7
Focus on the customer in order to improve sales and service productivity	7
Improve customer retention and customer growth: Keys to being competitive	8
Insurers must use CRM to navigate the different global challenges	9
The United States	9
Europe	10
BRIC	10
CRM must shed its negative legacy and prove ROI by focusing on business rather than IT implications	12
Vendors must clearly communicate that today's CRM strategies have evolved	13
Vendors and end-users must strive for enterprise-wide implementations-"Break Down the Silos"	13
Ensure that end-user participation is maximized	13
Protecting and Improving Insurer's Margins with CRM (Strategy Focus)	14
Summary	14
Insurers must gain a full view of the customer in order to drive cross-sales and allocate resources more efficiently	14
Customer centricity begins with Customer Data Integration (CDI)	14
Customer segmentation: The first step in customer analytics	15
Beyond segmentation: Portfolio Analysis and Predictive Analytics	15
Insurers must aggressively manage their producers, i.e. agents and brokers	16
Portals: The differing needs of captive and independent agents	16
Insurers need to integrate and automate sales, marketing and operations	17
"Close the Loop"	17
Intelligent automation reduces costs and improves service	18
Design flexible offerings that meet the needs of the intricate insurance process	20
Create insurer-agent portals that allow for collaboration but respect the agent's sovereignty	20
Know where the market is heading so that you can properly market to insurers	20
Customer Relationship Management Software Spending through 2012 in Insurance - North America (Databook)	21
Introduction	21
Global Spending on CRM Licenses by Insurers, by Region, through 2012	22
North American Spending on CRM Licenses by Insurers, by Country, through 2012	23
North American Spending on CRM Licenses, by Insurer Type, through 2012	24
Customer Relationship Management Software Spending through 2012 in Insurance - Western Europe (Databook)	25
Introduction	25
Global Spending on CRM Licenses by Insurers, by Region, through 2012	26
Western European Spending on CRM Licenses by Insurers, by Country, through 2012	27
Western European Spending on CRM Licenses, by Insurer Type, through 2012	29
APPENDIX	30
Definitions	30
Methodology	30
Further reading	30
Ask the analyst	30
Datamonitor consulting	31
Disclaimer	31
List of Tables
Table 1: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)	22
Table 2: North American Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)	23
Table 3: North American Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)	24
Table 4: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)	26
Table 5: Western European Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)	28
Table 6: Western European Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)	29
List of Figures
Figure 1: Current threats and strategies	9
Figure 2: Premium Growth in BRIC compared to G7	11
Figure 3: The process required to turn a prospective customer into a policyholder	18
Figure 4: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)	22
Figure 5: North American Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)	23
Figure 6: North American Spending on CRM Licenses, by Insurer Type, through 2012 ($ millions)	24
Figure 7: Global Spending on CRM Licenses by Insurers, by Region, through 2012 ($ millions)	26
Figure 8: Western European Spending on CRM Licenses by Insurers, by Country, through 2012 ($ millions)	27
Figure 9: Western European Spending on CRM Licenses, by Insurer Type, through 2012 ($ millions)	29