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e-Technology, e-Commerce, and e-Services, IEEE International Conference on (2005)
Hong Kong, China
Mar. 29, 2005 to Apr. 1, 2005
ISBN: 0-7695-2274-2
pp: 235-239
Freimut Bodendorf , University of Erlangen-Nuremberg, Nuremberg, Germany
Andreas Schobert , University of Erlangen-Nuremberg, Nuremberg, Germany
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 the same quality and variety of services on every distribution channel, insurance companies need to find ways to present the right service at the right moment and at the right time. One possibility to meet this challenge is to use mobile technology presenting services to the customer. The paper presents an approach how to develop e-services and plan customer contacts with the usage of mobile technology. Essential 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. Finally, some examples illustrate the specified approach.

F. Bodendorf and A. Schobert, "Enhancing e-CRM in the Insurance Industry by Mobile e-Services," Proceedings. The 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service(EEE), Hong Kong, 2005, pp. 235-239.
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