MANAGEMENT INFORMATION SYSTEMS by E. Al Diamond How do you know if your agency is doing well? Some agents subscribe to the 'checkbook philosophy.' Their answer is, 'If I can pay a...

“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are:

MANAGING AGENCY WORKFLOW: GETTING THINGS RIGHT THE FIRST TIME by Grace Bauer Getting things right the first time depends largely on developing a program to review and audit procedures on a...

MANAGING DOWNSIZING, LAYOFFS, AND RIFS by Don Phin Many companies are facing the reality that they have no alternative to eliminating hours, reducing pay, or terminating employees nd...

Jack Fries looks into the differences between agencies that sell and retain a lot of business and those that don't. This applies to not only the sales people, but to the CSRs, who have the responsibility of account development.

MANAGING THE CLAIMS HANDLING PROCESS by Catherine Oak The claims function in a firm is usually handled in one of two ways: 1. CSRs or the producers handle the client's claims from...

Recently, I came across an interesting column in a national marketing publication. The writer indicated that marketing programs don't perform well because of 'business marketers' dogmatic belief that 'selling is the only form of marketing I need to do.''
This is an amazing statement because our experience at Graham Communications is quite different. As we see it, the problem is failing to achieve the benefits of marketing because the emphasis is always on sell, sell, sell.

This provides an outline of a client contact program for Marketing Representatives.

MARKETING ANALYSIS-BY A DREAMER by Michael Manes I'm a dreamer-I think in concepts and gag on concrete details. I see every problem as an opportunity. I'm bored with today...

MARKETING MISTAKE: NOT UPSELLING, CROSS-SELLING, OR BACK-ENDING YOUR PRESENT CUSTOMERS by Stephen Anderson As every agency owner knows, identifying prospects an...