ICT Application in the Insurance Industry: Its Impact in Customer Relationship Management

Abstract

The insurance companies are getting aware that due to the business environment which is becoming more and more competitive nowadays, their priority should be the control over the final market. That means holding good relationship with customers. Companies can get feedback of what customers are looking for by understanding them better, their choices, preferences and what they expect and what they want from company’s product or services offered. The advance in ICT offer new ways of managing relationship. This paper try to give a better understanding of the effects of ICT in customer relationship management in the insurance industry in Albania. In order to be more competitive in the market, the question is: “How are the insurance companies adopting the latest Information Technology advances and is this a good tool for creating adding value to the product they offer?”

DOI: 10.5901/ajis.2015.v4n3s1p307