Title: Enhancing e-CRM in the insurance industry by mobile e-services

Authors: Freimut Bodendorf, Andreas Schobert

Addresses: Department of Information Systems, University of Erlangen-Nuremberg, Germany. ' Department of Information Systems, University of Erlangen-Nuremberg, Germany

Abstract: With customers increasingly demanding full-scale solutions, insurance companies are more and more forced to continuously increase their portfolio of products and services. As customers also expect high quality and variety of services when needed, insurance companies have to find ways to present the right service at the right moment and with the right quality. An approach how to develop e-services and plan customer contacts with the usage of mobile technology is presented. Aspects of mobile customer relationship management in the insurance industry are described first. After that a method for developing and planning service-contacts using mobile technology is introduced.

Keywords: customer relationship management; mobile CRM; e-CRM; customer life cycle; mobile services; insurance business; e-services; m-CRM.

DOI: 10.1504/IJECRM.2007.017796

International Journal of Electronic Customer Relationship Management, 2007 Vol.1 No.3, pp.269 - 278

Published online: 14 Apr 2008 *

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