FEB 3, 2012 8:23am ET

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The CRM Shift

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February 3, 2012 – Insurers have used customer relationship management (CRM) systems for years to gain greater insights into their clients' preferences, so they can better serve them and uncover new marketing and sales opportunities. But with ongoing changes in customer behavior, such as the growing use of the Internet, social media and mobile devices to gather information about services and policies, companies are re-evaluating their CRM systems and strategies to best respond to the shifts.

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