CUSTOMER PROFILING by Al Diamond Although most agency management systems offer the potential to profile customers, relatively few agents complete, update, or use their customer profiles effecti...

MEASURING CUSTOMER SATISFACTION by Brenda French We have found that companies must effectively manage the process of customer satisfaction to gain and retain profitable customers. However...

RETAINING LIFETIME CUSTOMERS by Brenda French At renewal time, customers have one question that they expect their broker to answer: 'What have you done for me lately?' If that question is...