"Retaining Customers: It's Not Just About the Renewal"- LIMRA's The Marketer
With the ongoing economic downturn and uncertainty over the full cost impact of health care reform driving declines in new business acquisition growth, group carriers are seeking ways to strengthen customer relationships to retain existing business. Carriers need to expand their interactions with existing customers beyond just the renewal period and ramp up retention efforts in ways that keep them visible and bring additional value to employers throughout the life of the relationship. For many, this involves a high-touch, analytics-driven approach that identifies and targets at-risk clients for proactive intervention.
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