CRM remains the tool of choice for many insurance companies in improving their business. This book presents the insurance scenario and focuses on the opportunities this lucrative business offers, both to the insurers and the customers. It also illustrates how insurance companies gear up to the challenges thrown by the customers and the competitive environment itself by embracing CRM.

Better insurance and loss control programs can be initiated if a company's customers are well understood; but if they are not properly understood, they can affect the total cost of risk. There are many studies to back customer relationship, for every post of Customer Relationship Management (CRM). CRM can help the risk management process depending on how well it is managed. According to industry analysts, CRM and supply chain application are 81% more profitable.

Insurance companies can learn, from customers' responses, to improve their business. Insurers can reach the customers' expectations by understanding the needs and behavior of the customers, which will also help them improve their profits. To take full advantage of the CRM program, it should be properly implemented with lot of support from the organization. A customer-centric approach has to be embedded in the organization culture. CRM brings about a positive change in the company's processes, people and technology over a period of time, and results in extending the company's customer relationship.