They will become so intertwined with your organization that with their shortage of time, they will eagerly resolve any problems with your organization rather than sever the relationship and recreate it with another organization. Technology is the driving force behind the rapid pace of change, so embrace it and use it as a tool to serve and retain your clients. Since the insurance industry is the furthest behind the technology curve and has the highest cost of rework of just about any industry, there's a dire need to reduce the industry's heavy reliance on paperwork and to become technologically integrated. Learn to harvest the rich beds of marketing information that are at your fingertips. Offer e-mail to all clients as a method of regular communication.
Computer illiteracy is too costly for any company.
Hire only those individuals who are knowledgeable about and comfortable with computers. Being in the insurance industry, you know those rules extraordinarily well. That is a strength, but it is also a weakness. Join other trade associations to become familiar with how they solve their challenges. I have worked with companies in over 40 industries.