Research On Car Insurance Customer Relationship Management Of China Pacific Property Insurance Co.,Ltd Suzhou Branch

Car sales developed rapidly in recent years.Car insurance is knew to all as rigid requirement,hence car insurance became the uppermost one in all property insurance companies,there is saying “it will not stable without car insurance” in car insurance industry,customers of car insurance become the biggest decentralized customer base for all property insurance companies.The core of maintaining customer relationship for enterprise is to customer-centric,Well analyzing and managing customers,well know customers 'requirement,innovate service model,improve customers' experience,improve customers' degree of satisfaction and loyalty.Customer Relationship Management(CRM),as management philosophy,its value is apparent in running of insurance company.Car insurance has characteristic of huge customer quantity and much more service procedure,which belongs to refined management.Hence CRM will be more valuable to utilize to car insurance customers.This article based on subject investigated of CRM in Pacific Insurance Company Suzhou branch.Firstly,there is summary for connotation of CRM in theory,introducing detailed connotation of customer value,customer service in car insurance.Secondly,find out problems that no true meaning car insurance CRM,no deep idea in customer management,no complete system by analyzing CRM situation in Pacific Insurance Company Suzhou branch.Raising CRM management of customer-centric,value oriented,service-prompted development by analyzing root cause and analyzing policy,environment and ability & condition of fulfill CRM in Suzhou branch.Finally,building car insurance CRM project base on enterprise(staff),customer,procedure,system tightly bound elements.Fulfill car insurance CRM project through all member participation,customer management,optimization process,transformation system,and performance evaluation after tracking above project.The innovation of this article is analyzing CRM implement by effective integration of enterprise(staff),customer,procedure,system.The research result shows object of “customer-centric,service-prompted development,benefit from service” for CRM will help to increase core-competitiveness in insurance companies.