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Technology and the Science of Customer Retention

As the insurance market continues to contract and becomes ever more competitive, carriers are discovering that retaining profitable customers has become even more important than acquiring new ones. New customers have high acquisition expense, high initial cost of service and lower persistency, all of which result in lower profits than serving and retaining existing customers. Fortunately, key new technology capabilities have emerged to help insurers retain their best customers. The challenge today is to define the right strategy that deploys these technologies to realize superior levels of customer retention. Winning organizations will capitalize on some combination of four core technologies ...

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