INTEGRATION DES METIERS DE LA BANQUE ET DE L`ASSURANCE / MICHEL LUNGART. LE MARKETING CREATIQUE, METHODOLOGIE D`ANALYSE DES INSATISFACTIONS ET SOURCE D`INNOVATION / GEORGES KRYCEVE. KNOWING THE CUSTOMER IN ORDER TO OFFER TOP-NOTCH SERVICE / BUD ROWELL. LA VENTE D`ASSURANCES, UNE EXPERIENCE CONCLUANTE / RICHARD TASSE. INSURANCE SALES BY CORRESPONDENCE, FACTOR IN THE EVOLUTION OF MARKETS / BENGT NYSTROM. DETERMINER LE POTENTIEL D`ACHAT D`UN CLIENT GRACE A CERTAINS CRITERES COMPORTEMENTAUX / CHRISTIAN BAUDON. L`ASSURANCE EN DIRECT: ETRE ASSURE SANS JAMAIS SE DEPLACER / SYNDICAT DES ENTREPRISES DE VENTE PAR CORRESPONDANCE ET A DISTANCE. BANCASSURANCE: INTEGRATION VERTICALE ET COMPLETE / JOS PEREMANS. THE REGULATION OF A SALES CHANNEL WITHIN A DEREGULATED ENVIRONMENT / SHAUN KINNIS. INNOVATING BY CHOOSING A SPECIFIC TARGET CUSTOMERS / HENRY ENGELHARDT. SUPPORTING APPROACHES TO A CORPORATE CUSTOMER BASE, THANKS TO DIRECT MARKETING/TELEMARKETING / RISTO HONKANEN. LA SEGMENTATION COMPORTAMENTALE: UTILISATION EFFECTIVE DANS UN RESEAU COMMERCIAL DE PROXIMITE / JEAN-MARC PAILHOL. ANALYZING REASONS FOR CANCELLATION TO BUILD CUSTOMER LOYALTY / FRANK FLETCHER. LA DIFFERENCIATION DE L`OFFRE D`ASSURANCE / VERONIQUE TORCHET. ONE STEP CLAIMS PROCESSING / LAURENT TRAN VAN LIEU. DISTRIBUTION CHANNELS FACING NEW MEDIA / ERIC WESTACOTT. LES NOUVELLES TECHNOLOGIES POUR RATIONALISER LES PROCESSUS DE VENTE / HANS-PETER STALDER. FROM BANCASSURANCE AND ASSURFINANCE TO ALL FINANCE / TON MERKS.
