How Can Agents Tell If They're Good At CRM?

To assess how well you and your agency are doing in terms of customer relationship management, you should:

Examine your share of customer spending. Are your customers ready to have you manage their entire portfolio? Or is another agent enjoying the major part of total customer spending?

Assess the frequency of customer dialogue and the duration of your relationship. Do you talk with your client often? Who initiates the conversation? When was the last time your customer called for a suggestion or an opinion?

Can you begin the next conversation with your customer by saying, “The last time we talked” and have it refer to something important and “big picture” in the life of your customer?

Reproduced from National Underwriter Property & Casualty/Risk & Benefits Management Edition, June 24, 2002. Copyright 2002 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.

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