Investigation Report On Customer Relationship Management Of China Life Insurance Zhengzhou Branch

n recent years,with the continuous improvement of residents' income level and the further popularization of insurance concept,people have paid more and more attention to insurance,and the proportion of insurance in the financial consumption of residents in the country has become higher and higher.The state also writes insurance into the national strategic plan,and China's insurance industry has entered a golden period of vigorous development.But since 2017,the performance of various insurance companies has declined.In the first quarter of 2018,the performance of Zhengzhou Branch of China Life Insurance declined by more than 40%,far exceeding that of other companies in the same industry.At the same time,the number of customer complaints increased sharply year after year,and the number of customer complaints increased by more than 50% in 2018,seriously affecting the company's image and interfering with the normal operation of the company.Based on the theory of CRM,this paper studies the CRM of Zhengzhou Branch of China Life Insurance Company.This paper takes Zhengzhou Branch of China Life Insurance as the research object.Starting from the current internal and external environment of the company,it collects data in the form of interviews and questionnaires.Through statistical analysis,it finds that there are some problems in the insurance customer relationship management of Zhengzhou Branch of China Life Insurance.Aiming at these problems,this paper combs the company's current business processes,customer management and work responsibilities,finds out the causes of these problems,and then puts forward the improvement content and Implementation Suggestions of the customer relationship management of Zhengzhou Branch of China Life Insurance,including: changing the concept and remolding the management objectives;Enriching the company's product system,establishing a perfect customer satisfaction evaluation mechanism,targeted to improve the professional skills of personnel,optimize the company's database and application software.At the same time,it points out the necessary safeguard measures in the implementation process of the improvement scheme,which makes the customer relationship management smoothly implemented.This is of great significance to the implementation of CRM in Zhengzhou Branch of China Life Insurance Company,and also has certain reference significance for other insurance companies or enterprises.