Perspectives

Operations & IT Management

Think Like a CFO, Part I

After years of relative autonomy, senior IT executives at insurance companies are finding themselves increasingly under the thumb of tech-savvy CFOs charged with reducing costs. More

TAGS: IT Planning & Management, Insurance Information Technology Strategy & Planning

Think Like a CFO, Part II

In the first installment of this article, we argued that today's CFOs are more comfortable than their predecessors with technology and more inclined to challenge IT professionals with tough questions before approving investment ideas. More

TAGS: IT Planning & Management, Insurance Information Technology Strategy & Planning

Realizing Promise Of Strategic Sourcing Claims

"Strategic sourcing" is a cost-reduction method that many insurers have attempted to implement. More

TAGS: Strategic Sourcing, Insurance Cost Management

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Information Technology Annual Checkup

For general managers inside insurance companies, the annual information technology (IT) progress review is too often the coal in the Christmas stocking sure to darken holiday celebrations. More | PDF

TAGS: IT Planning & Management, Insurance Information Technology Strategy & Planning

e-Business Customer Value Management: What Successful Companies Do

Customer Relationship Management (CRM) can deliver benefits when done correctly. However, focus on Customer Value Management provides a more holistic approach to focus CRM and related efforts on what really matters: “How can we increase the value of our customer relationships.” More | PDF

TAGS: Customer (Market) Insights, Growth Strategies (Profitable Growth), Business Model Design, Solutions Creation, Channel Management, Sales Force Effectiveness, Commercial & Industrial

Five Cost Management Strategies Often Overlooked

With no shortage of techniques available for managing and reducing costs, from activity value analysis to reengineering to automation, an outside observer might think little remains to be done on the cost front inside most insurance companies. Our outside observer would, of course, be wrong. More | PDF

TAGS: Portfolio Complexity, Shared Services Design, Strategic Sourcing, Insurance Cost Management

Is the World Still Flat?

In his bestselling book "The World Is Flat," Thomas Friedman popularized the notion that the world is moving toward a globally integrated supply chain where workers from industrialized and developing nations will compete with one another on an increasingly level playing field. More | PDF

TAGS: Outsourcing, Offshoring, Strategic Sourcing, Insurance Cost Management

Is the World Still Flat?
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Designing a Purpose-Built Business to Win in the Retail Energy SMB Market

The deregulated Retail Energy market is a relatively young segment of the broader Energy industry, and one that continues to provide significant opportunities for Retail Energy Providers (REPs). While historical focus has been on large accounts interest has been rapidly shifting to capturing opportunities downmarket, particularly among small and medium business (SMB) customers. More

TAGS: Customer (Market) Insights, Growth Strategies (Profitable Growth), Business Planning, New Market Entry, Brand Experience, Channel Management, Marketing Resource Management, Operations Architecture, Outsourcing, Strategy

Optimizing Service Delivery

Insurance brokering has changed significantly in recent years. Consolidation has been ongoing, with fewer brokers each year than the last. Service expectations of customers, regulators, and even carriers have been rising. More | PDF

TAGS: Operations Architecture, Outsourcing, Offshoring, Insurance Cost Management

Rejuvenating IT to Increase Accountability, Responsiveness and Overall Performance

This life insurance and annuities company, a pioneer in the variable annuities market, had recently begun losing market share. More | PDF

TAGS: IT Planning & Management, Insurance Information Technology Strategy & Planning

Enhancing Client Service and Operating Margin

One of the nation’s largest managing general insurance agencies (MGAs) was responsible for marketing, issuing and servicing the policies of non-admitted insurance carriers. More | PDF

TAGS: Operations Architecture, Outsourcing, Offshoring, Insurance Cost Management

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Customer Service in the Spotlight

The object is customer satisfaction, and electric companies are finding new ways to succeed. More | PDF

TAGS: Operations Architecture, Customer Operations, End Use Solutions, Operational Design and Performance Improvement

Going Back to Roots

The world of energy delivery has a mandate and opportunity for more fundamental changes More | PDF

TAGS: Operations Architecture, Delivery, Customer Operations, End Use Solutions

Customer Relationship Management Comes of Age

As the applications and technologies used to organize and analyze customer information mature, IT executives, analysts and vendors are tackling some tough issues - how to take customer knowledge and make it actionable; how to measure return on investment tangibly from new and existing customer relationship initiatives; and how to leverage existing IT infrastructure and investments with new customer-facing applications. More

TAGS: Customer (Market) Insights, Growth Strategies (Profitable Growth), Sales Force Effectiveness, Operations Architecture, Insurance Cost Management, Insurance Information Technology Strategy & Planning