Agents Are Customers, Too

Callahan, Steve
March 2008
Best's Review;Mar2008, Vol. 108 Issue 11, p98
Trade Publication
The article reports on the shift of insurance company executive's strategic priorities from an internal to operational focus to an external market-driven one. It is stated that with the shift comes a demand for effectively balancing the trade-offs between service, support and product features. In addition, according to forward thinking executives, using service to offset the commoditization of product features stands out as one of the key differentiation opportunities.


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