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.
International Journal of Electronic Customer Relationship Management, 2007 Vol.1 No.3, pp.269 - 278
Published online: 14 Apr 2008 *Full-text access for editors Access for subscribers Purchase this article Comment on this article