MANAGEMENT AND LEADERSHIP Management implies the existence of formal authority, while leadership may not have any connection with formal authority. Marketing managers are in their...

MANAGEMENT BY OBJECTIVES by Jean-Pierre Potvin To direct the performance of individuals or groups of employees properly, managers need simple, efficient, and, above all, flexible methods. Manage...

“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:

Most agencies are automated, some even using their second or third generation of automation. Many agencies load their policy data into the system, interface with their carriers and rarely access their paper files. Few agencies, however, are taking advantage of a well-managed client database. Gathering meaningful data that you can regularly manipulate is the key to successful database management.

MANAGING AGENCY E-MAIL SYSTEMS by Steve Anderson To do business today, you need Internet access and individual E-mail accounts for every person in your agencyThistool needs to b...

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 AN AGENCY IS MORE CHALLENGING THAN PEOPLE THINK! by Curtis Pearsall One of the nice things about writing articles about E&O loss prevention is that you dont have to look too ha...

In recent reports, I have addressed the changing nature of the relationship between the American agency companies and the independent agents that have historically been the backbone of their sales force. A new type of distribution system is evolving out of the need to provide a more rational and cost-effective method of delivering the insurance product to the consumer. No longer are agency-company relationships based upon blind loyalty to a shared history but more upon the concurrence of strategic business and marketing plans.

MANAGING COMPANY RELATIONS by Carol Hammes In recent reports, I have addressed the changing nature of the relationship between the American agency companies and the independent a...

MANAGING FOR PROPER SERVICE by Catherine Oak Follow these guidelines to boost retention rates and earnings. Due to the costs of producing and servicing an account, the av...