Learn about the CRM history

Learn about the CRM history

Being a successful and an unprepared insurance salesperson varies according to the level of preparation and knowledge you have about the tools to attract and keep customers. An excellent way to start is to have the history of Customer Relationship Management presented to you.

CRM covers all interactions, records, data, and processes between the company and the customer. It is a system that, in short, simplifies communication and control of customer relationships to ensure perfect customer service.

So, where did CRM for insurance agencies come from? You may be surprised to learn that the first sighting of this type of relationship management began more than a few decades in the past and how they are now vital to attracting and keeping clients in your agency.

The CRM history for insurance

The idea of having organized and accessible customer information began with the Rolodex (rolling and index). It was a series of cards attached to a base that made them rotate one after the other, with all the data and records of each person within a given company.

As was to be expected, the letter system was not exactly efficient, so details of purchases, consumption, or claims were frequently lost. However, employees clung to this management system for years and managed to stay afloat amidst the circumstances.

It was around 1986 when a tool appeared on the market that would give rise to today’s insurance CRMs and forever change how organized data.

It was the Contact Tracking Automator (ACT), developed by Pat Sullivan and Mike Muhney. It was a fundamental contact information manager but quickly put an end to the overrated Rolodexes.

Next in CRM history came the invention of Jon Ferrera, who brought Sales Force Automation (SFA) software to market. It was introduced to the market in 1989 and got known as a full-fledged CRM to the market at an accelerated pace.

CRM developments in the 1990s

At this point, the computer terms for customer information managers were varied. However, one single term won the battle because it was a comprehensive definition that fully encompassed the purpose of enterprise software: Customer Relationship Management (CRM).

In this competitive decade, great developers would enter the CRM race. The first of these was Tom Siebel, with the founding of Siebel in 1993. He dominated the market with his internal customer management software for six years and gained 45 percent market dominance. It should be noted that his boss at Oracle repeatedly rejected his proposals.

Once Siebel seemed to be on the cusp Marc Benioff appeared with his company Salesforce, who brought two proposals never seen before for the time. 

Salesforce was a CRM that was anchored entirely to what in the ’90s was the cloud and, as a bonus, established its system as a sales tool. Its success was soon noticed as the rest of the companies did not see a future in software only dedicated to sales, a grave mistake.

The advent of the year 2000 and the growth of CRMs

Once the year 2000 arrived and Microsoft’s IT revolution, the CRMs of the past began to collapse. Added to this were the growth of the Internet and the introduction of new forms of interaction.

As a result of this change in the game rules, Sage seized the opportunity to join Microsoft. As a result, they took 40 percent of the market by acquiring the existing CRM and ERP and making them one.

Years passed, and great developers arose worldwide to revolutionize the scope and functions of CRM. It became mandatory for IT experts to consider the trend of giving real importance to the customer. 

To the same extent, marketing and customer care strategies were expanded to match social networks and websites’ broad reach. It should be noted that this is where the importance of CRM lies: providing total care and importance to each customer so that they remain with the agency or company for a long time.

For today’s times, several software adapts to the management changes with customers and that, in many cases, are designed for insurance agencies. 

They are linked to the cloud, store customer data, and send all the necessary information through virtual channels to make each policyholder or consumer of the product or service feel cared for and remembered.

Choose a quality CRM

Once you know where the CRM history came from and its current importance for insurance agencies, it is vital that you put your company’s future in the hands of professionals. Be careful because there are several common mistakes when choosing a CRM, so you just have to carefully study each one’s offers and choose the one that suits your business.

One of the best alternatives on the market, without a doubt, is the CRM offered by Sentry. We have an updated system based on the latest customer service commands that guarantee the optimization of your employees’ time. 

On the other side, we offer total order on the activities, reminders, and tasks to be performed in each case and remote access to the application, calls with just one click, and various tools that significantly improve the interaction between your company and your customers.

Now that you know the history of CRM, it is time for you to choose to improve your sales, to hold on tightly to your customers, and position yourself above the voracious competition that arises daily in the global market.

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