This Financial Insights study analyzes IT requirements and current strategies in the field of customer interaction. It is important to understand what has changed and how the situation is expected to evolve. This study answers key questions such as:

According to Mirko Corbetta, research analyst for European IT Opportunity: Financial Services research, "The European insurance industry is expected to pay increasing attention to CRM solutions, even if its main issue for 2005 remains cost-efficiency. In the European insurance market, the most important CRM requirements include a combination of data management, channel integration, and process automation solutions. IT vendors are working hard to create specific insurance solutions; thus, it will be very important for insurance companies to evaluate the progress level that these projects have reached before signing new CRM deals."