From the Editors

As agencies and brokerages work to increase revenue and value, they keep finding their way back to one place: the customer. Peter Drucker summed up the integral role clients play in any operation when he said, “The purpose of business is to create and keep a customer.”

This issue of ASCnet Quarterly offers a healthy dose of practical information your agency can use as it examines interaction with clients. Danny Cooper’s piece offers insight into how everyone in the agency can take a personal interest in the business and its customers. Check out the action items suggested.

Peter van Aartrijk shares his views on six things customers want. Use these as the basis of discussion with others in your agency and see how your organization measures up. If you’re considering adding life insurance sales to your mix—and especially if you’re not, be sure to read Bill McNulty’s article, where he shares ideas on how to strengthen customer relationships and build revenue by expanding your product base. It’s not as tough as you might think, and the article identifies plenty of good reasons to do so. Take note of Stephen Hamilton’s perspective on the value you can bring clients and how you can and should differentiate yourselves in a soft market.

As Applied Systems users, you’re already familiar with the importance of technology in your operation. Marjorie Perkins offers actionable advice and ideas on how best to deploy new technologies. Doug Johnston, in his “Applied~411” installment, addresses the role and value of real time and download in increasing agency value and efficiency. In addition, Stu Durland, shares an in-depth look at how his agency has capitalized on real-time capabilities and transformed itself—and its people—into a sales-focused, client-centric organization.

We have not forgotten about other parts of agency planning and operations. Lisa Burnside encourages agency leaders to focus on perpetuation. Emily Huling, in her “Selling Strategies” column, talks about the importance of agency investment in people. Andy Thompson, in the “Principal File,” talks about his experiences with peer budget analysis and how it helped his agency get a better handle on expenses. Our resident legal expert, Phillip Russell, provides his insight on wage and overtime issues.

ASCnet works hard to help member agencies and brokerages build value, through its education, advocacy and networking. A centerpiece of this effort is TENCon—our annual ASCnet Technology, Education and Networking Conference. This year’s looks to be the biggest ever. The Education Committee designed classes with the needs of all members in mind. Applied Systems’ 25th Anniversary celebration promises to be memorable. In addition, exhibitors are already lining up to show you how they can help your agency or brokerage work more efficiently and profitably. Read about each of these in our special TENCon section.

Finally, check out the special listing of some of your ASCnet Associate Members. These businesses offer a range of products and services that could help you run your agency—or a function within it—a little better. See how they might help you fulfill Drucker’s admonition to create and keep a customer— or a lot of them.

As always, we welcome your feedback and input. If we're missing something you'd like to see, please let us know. If you've found a successful tool or workflow, tell us about it. Simply e-mail us at editor@ascnet.org.

If you’d like to be part of shaping the future of the magazine, visit the ascnet.org Web site and complete the Editorial Advisory Group volunteer form. We’d love to have you.

Please pass along this copy of the magazine. We suspect others in your agency would be interested in reading it. Or point them to the magazine Web site, www.ascnetquarterly.org, where all of the articles appear.

Thanks.

The Editors