Enhancing e-CRM in the insurance industry by mobile e-services. (15th April 2008)

• Record Type: Journal Article
• Authors: Bodendorf, Freimut; Schobert, Andreas
• Is Part Of: International journal of electronic customer relationship management. Volume 1:Number 3(2007)
• Page Start: 269
• Page End: 278
• Publication Date: 2008-04-15
• Subjects: customer relationship management -- mobile CRM -- e-CRM -- customer life cycle -- mobile services -- insurance business -- e-services -- m-CRM; Customer relations -- Management -- Data processing -- Periodicals; Electronic commerce -- Periodicals; 658.8120285
• Languages: English
• ISSNs: 1750-0664

Abstract

With customers increasingly demanding full-scale solutions, insurance companies are more and more forced to continuously increase their portfolio of products and services. As customers also expect high quality and variety of services when needed, insurance companies have to find ways to present the right service at the right moment and with the right quality. An approach how to develop e-services and plan customer contacts with the usage of mobile technology is presented. Aspects of mobile customer relationship management in the insurance industry are described first. After that a method for developing and planning service-contacts using mobile technology is introduced.