Research On The Improvement Of The Customer Relationship Management System For PICC Life Insurance Company Limited

If insurance companies want to survive in competition, they must enhance thecustomer awareness; provide a high standard of service and support to consolidate thegood relationship between the customers. Meanwhile, insurance companies must havethe ability to identify and control the risk of the management, and also be able toaccurate positioning and subdivision to customers. If insurance companies want tohave these abilities, perfect service and advanced data management is indispensable,and all these need information means to escort. Customer Relationship Management(CRM), as a kind of effective promotion on core competitive power for modernenterprise, will become the necessary means for insurance companies on enhancingstrength and obtaining competitive advantage.This paper takes the improvement of the Customer Relationship Managementsystem of PICC life insurance company limited for research object. From two aspectsof theory and practice, the paper discusses improvement and implement of customerrelationship management system. Firstly, the paper analysis CRM system status ofPICC Life Insurance in depth, and clears the problems in CRM. system. Secondly, thepaper also makes carefully analytical study. through combining actual operationsituation of PICC Life Insurance. through the CRM theory, organizational behavior,human resource management, and ERP theory. The paper puts forward correspondingcountermeasures, including call center construction, business process reengineering,organizational structure design, human resource development, corporate culture etc.Finally, the paper defines the implement ideas for improving CRM system,. In order toimprove CRM system, the paper also brings forward success factors.Through researching on improvement of the Customer Relationship Managementsystem of PICC life insurance company limited, the paper provides the theory basis forour company on. construction of CRM system, also plays a reference role for otherinsurance companies on construction of CRM system.