Customer Relationships & IT - The touch of success
The premium finance industry needs to stop thinking of IT as the core of its business and view it more as the tool that supports the real processes. Ed Ferrell examines the concept of high-tech and high-touch as a way of getting the balance between relationships and IT right
It is an odd paradox that so much of the new technology we have become familiar with has the potential to amaze and irritate at the same time. The speed and flexibility of today's websites and transactional engines represents a quantum leap in terms of the ability to satisfy customers' needs compared with what was available only five to 10 years ago. However, all too often, this miraculous technology has the ability to throw up a succession of dead ends and frustrating options that drive us to
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