Save or Share this Report

For eBusiness & Channel Strategy Professionals

Case Study: Customer Centricity Drives Esurance’s eBusiness Strategy

March 23, 2009


Why Read This Report

Over the past decade, US direct insurer Esurance has survived the dot-com bubble while carving out a growing share of the auto insurance market. The firm established itself as a viable challenger brand to direct insurance Goliaths GEICO and Progressive Casualty Insurance Company through its customer-centric culture, strategy, and operations. Esurance is a recognized leader in Web site customer experience and has increased its market share of online quotes, premiums, and brand awareness. Along the way, Esurance has relied on consistent execution of several eBusiness good and best practices in marketing, sales, and service.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Customer Centricity Molds Culture, Strategy, And Operations
  • Esurance Executes A Stable Of Multichannel Good And Best Practices
  • Results: Esurance Increased Premiums And Awareness In A Brutal Market

  • The Lessons Learned From Esurance
  • Related Research Documents