NATIONAL INSURANCE ACADEMY, PUNE
P170- INTEGRATED CRM (LIFE)
land scape has become a constant sea flux as consumers become wealthier, older,
more techsavy, 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
or 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 the new customers but also on retaining
and generating cost effective new business from their existing customers.
The need of the hour is customized solutions and personalized
experiences. 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.
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.
technology in Customer Service
Analysis and Competitor Intelligence
range of value-added services to optimize customer experience
Profitability and Lifetime Value
Case Study in
Quality themes in CRM
tools for CRM
Learn best practices from
customer centric businesses.
Emerging Marketing Trends
in Life Insurance
Assignment – Magnets
with Competitors (Life Insurance Companies)
Profile: AOs/ Assistant Secretary/ Secretary (CRM Dept.)
of Zonal Office & AOs/Manager (CRM) of Divisional Offices to be nominated by
HRD Depts. Of Zonal Offices.
CO officials to be nominated by CO HRD on the
recommendations of the concerned HOD
17.11.2021 - 18.11.2021