NATIONAL INSURANCE ACADEMY,

PUNE

P170- INTEGRATED CRM (LIFE)

(2024 - 25)

Background:

The consumer land scape is in a state of flux as consumers have become tech savvy, more environmentally conscious and obsessed with looking at tiny screens. At the same time the Indian life insurance industry is going through a transformation phase, driven by innovation, rising customer expectations, and increasing digitalization. The single biggest challenge for insurers is to gauge and use technology as enabler to refine customer offerings and operational efficiencies.

The success or the failure of any organization depends on its relationship with their customers. For an organization to sustain in today’s fast evolving competitive world, they have to focus on not only acquiring new customers but also on retaining and generating cost-effective new business from their existing customers.

The most influencing factor for enterprise profitability today is good customer experience, as it has a direct influence on both customer growth and customer retention. The need of the hour is customized solutions and personalized experiences as CX has become a game changer to retain customer loyalty. In a service industry, customers work as PR consultants for the organization. It is therefore imperative for an organization to build a customer centric & sensitive work force.

Objectives:

At the end of the program, the participants would be able to:

§  Understand the current market environment and its implications.

§  Insights into market trends, customer needs and potential gaps

§  Understand the CRM concepts, strategies & technologies and how to leverage them for customer retention.

§  Give all customers-Millennials and beyond what they want.

Contents:

§  Evolving Markets & Emerging Marketing Trends

§  Cutting edge technology in Customer Service

§  Industry Analysis and Competitor Intelligence

§  CRM Concepts

§  Expanding range of value-added services to optimize customer experience

§  Customer Profitability and Lifetime Value

§  Service Quality themes in CRM

§  Analytics for CRM

§  Technological tools for CRM

§  Best practices from customer centric businesses- Case Studies.

§  Breaking barriers in Mobile Customer Onboarding

§  Post IPO and Challenges in future financial markets

§  Customer Engagement

§  Effective Grievance Redressal

Participants’ Profile:

AOs/ Assistant Secretary/ Secretary (CRM Dept.) of Zonal Office & AOs/Manager (CRM) of Divisional Offices to be nominated by respective HRD Depts.

Duration: 5 days 

Dates:

     I.     22.04.2024 - 26.04.2024 

  II.     15.07.2024 - 19.07.2024 

III.     19.08.2024 - 23.08.2024 

IV.     21.10.2024 - 25.10.2024