Centro de Documentacion de Fundación MAPFRE

MAP20130015217

The State of service in insurance / Christian Bieck. — New York : IBM Corporation, cop. 2013

Sumario: As companies expand into new market segments, they are finding it more challenging to differentiate their products and to grow marketshare profitably. Looking beyond price as a differentiator, insurance carriers need to focus on their value chain to examine what factors they can rely on as differentiators. Companies can use their excellence in operations and product leadership as differentiators. However, both of these criteria are related to one gating factor: service. To use service as a differentiator, an insurance carrier must provide excellent service to all its key audiences: agents, brokers, vendors, members of its distribution channels (such as bancassurance and associations)and customers

1. Mercado de seguros . 2. Servicio al cliente . 3. Cadena del valor . 4. Canales de distribución . 5. Benchmarking . 6. Atención al cliente . 7. Fidelización de clientes . 8. Internet . 9. Multicanalidad . 10. Comercio electrónico . I. IBM . II. Title.