Research On Customer Relationship Management Of N Life Insurance Company In Anhui Province

With the sustainable economic development in our country,the insurance awareness and actual demands of the people have changed fundamentally and the insurance industry has become one of the industries with the rapidest growth rate in the modern society.However,though the insurance industry in our country develops rapidly,it starts late and presents a larger gap compared with the development situation of foreign insurance industry.Impacted by many factors,the current situations such as bad reputation of the insurance industry and larger losses of customers exist,which influences the competitiveness of the insurance companies and the customer loyalty.With the industrial progress and the constant development of the internet,the market that the buyers occupying the leading role makes "the world of the persons who wins customer trust and loyalty" become the consensus in more and more industries."Centering on customers" has gradually become the service concept of partial life insurance corporations,but whether the process from concept to the reality is implemented properly,the actual feeling of the customers and their feedback are still needed to be checked.The paper takes the customer relation management of Anhui N Life Insurance Company as the analysis object,based on the current situation of the customer relation management and the customer satisfaction in the questionnaire,discusses and analyzes the deficiencies existed in customer relation management,combined with the related theories of customer relation management,puts forward suggestions and countermeasures.The research consists of seven parts:chapter I mainly introduces the research background,purpose and significance,research methods and content structure;chapter II mainly expounds the definition of customer relation management,related theories in domestic and overseas,research literatures;chapter III introduces the current situation of Anhui N Life Insurance Company and related contents of customer relation management;chapter IV conducts data analysis of the customer satisfaction questionnaire on the customers in Anhui N Life Insurance Company.Chapter V,combined with the contents of chapter III and chapter IV,analyzes the the deficiencies existed in customer relation management of Anhui N Life Insurance Company.Chapter VI,aiming at the deficiencies,puts forward the suggestions and countermeasures on the customer relation management of Anhui N Life Insurance Company from the following aspects such as perfecting the existing customer relation management system of Anhui N Life Insurance Company,cultural construction and process system construction.Finally,Chapter ? summarizes the paper and makes a prospect thus to provide beneficial references for the customer relation management in other insurance units.Depending on the analysis on the customer relation management of Anhui N Life Insurance Company,based on the related CRM theories,put forward the suggestions and countermeasures:build the "customer first" operation idea,establish the customer satisfaction evaluation mechanism,optimize the customer relation management system and enhance the business service level in order to provide references for the customer relation management of Anhui N Life Insurance Company,further enhance the market competitiveness of the company and meanwhile offer references for the customer relation management of other companies of the insurance industry.