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Customer loyalty, retention are top measures of success

More than six in ten (63 percent) of the insurers polled say they measure customer communications success in terms of customer loyalty, retention and satisfaction.
More than six in ten (63 percent) of the insurers polled say they measure customer communications success in terms of customer loyalty, retention and satisfaction.

Most insurers measure customer communications success in terms of customer loyalty, retention and satisfaction, according to a new survey.

Forrester Research, Cambridge, Mass., discloses this finding in a new report commissioned by GMC Software Technology, entitled, “Insurance Companies are Falling Behind in Delivering Modern Communications.” The study polled 90 business and IT decision-makers at insurers to ascertain their top communications priorities, “pain points,” objectives and implementation challenges.

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Nichole Morford

Nichole Morford
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