The importance and role of information technology in CRM for the insurance industry

By reviewing the contribution of the insurance industry in the economy of developed countries, it can be seen that this industry is one of the most important pillars of the economic development of the countries, so the insurance industry has a greater and more significant role and importance compared to other services. Also, customer relationship management is more than a few tools and processes, so that in businesses we reach concepts such as superbusiness CRM. For example, placing the accesses and facilities of the portal of customers, partners, etc. Customer relationship management has accelerated to be flexible enough to cover all the changing customers and their expectations. Over time, expectations from customer relationship management reached a point where they considered it beyond a series of data collection channels from customers and stakeholders. So that it was expected that customer relationship management can be integrated with other technologies and cover the expectations of customers comprehensively. These tremendous and fundamental changes caused a place or a market to be created for customer relationship management in general, and the role of information technology in customer relationship management was taken into consideration. The purpose of this article is to review the importance and role of information technology in customer relationship management for the insurance industry.