Vlocity is Part of Growing Demand For Vertical CRM Solutions

Forrester Research

The Rise Of Vertical CRM Transforms The CRM Software Landscape

CRM Solutions For Finance And Insurance

by Kate Leggett

In the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. They increasingly deploy vertical CRM solutions to leverage industry-specific best practices, focus scarce technology management resources on innovation and differentiation, and decrease time-to-value. This report spotlights vertical CRM vendor solutions in seven industries and offers a decision framework for choosing the right type.

The financial services and insurance sector has traditionally used CRM widely, in particular to support retail branches, call center sales, and service scenarios. More recently, we have seen significant interest from financial services companies that are modernizing parts of their overall operations, such as wealth management, corporate sales, or investment banking. Insurance companies are also revisiting their customer-facing strategies, searching for ways to orchestrate cross-functional processes to support customer service and claims management as well as improve sales and service processes to interact with their captive or independent distribution networks.