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Customer Centric Business Models

What Do You Think? Customer Centric Business Models A company can’t operate without customers, but it’s not easy finding the best way to deal with them. The options today’s insurance-buying public have at their disposal have forced insurers to change the way they connect with their customers. Loyalty to a particular insurance carrier has always been related to how well the last claim was handled, but today loyalty means more than simply satisfying a claim; it means connecting with the customer in different—and seamless—channels. This month we asked three analysts to offer advice on customer connectivity. Our group includes: Karen Monks, an analyst with Celent; Russ Bostick, managing partner

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