Research On Improvement Of Customer Characteristics Analysis And Performance Of CPIC Auto Insurance Call Center

With the gradual development and increasingly fierce competition of insurance market,the management pattern of insurance call center gradually converts from"tech-driven" to "market driven" and "customer driven".The huge pressure of transformation forces insurance companies to adopt " customer-oriented" strategy offering customized service to targeted customers,In customer relationship management,philosophy,technology,implementation,one less,only with the help of advanced concepts,the use of advanced technology,perfect the implementation,in order to optimize the allocation of resources,to win in the fierce competition in the market.With Chinese after joining WTO,the insurance market opening up,the competition between China insurance industry more and more intense,how to implement customer characteristics analysis,enhance the company’s core competitiveness has become an important issue facing the insurance industry China.This thesis aims at studying customer characteristics analysis of enterprises,Elaborates on the process and main framework of customer characteristics analysis,analyzes the factors affect its performance evaluation,quantifies its connotation,sets up its assessment basis,and develops its organization into a brand new learning organization.Extracts the design principles and influencing factors of evaluation index system through systematic analysis of CRM,identifies the most representative index,meanwhile,distributes the weight of each index based on investigation and analysis,with the help of Delphi method and other experts’ opinion.Amends the evaluation index of CRM through fuzzy comprehensive evaluation method,carries out empirical analysis and research on the CPIC auto insurance to ensure the rationality and validity.Finally,comes up with solutions and sustainable suggestions to the shortage of CRM through studying real-life cases.Through the optimization of customer characteristics analysis,the company’s customer characteristic classification more clear,more clear sales targets and sales structure adjustment,the adjustment of human performance and premium price adjustment provides a necessary reference elements.