NATIONAL
INSURANCE ACADEMY,
PUNE
P170- INTEGRATED
CRM (LIFE)
(2022-23)
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 the 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
Ø
Understand
the current market environment and its implications.
Ø
Insights
into market trends, customer needs and potential gaps
Ø
Understand
the CRM concepts, strategies & technologies and how to leverage them for
customer retention.
Ø
Give
all customers-Millennials and beyond what they want.
Ø
Cutting edge
technology in Customer Service
Ø
Industry
Analysis and Competitor Intelligence
Ø
CRM Concepts
Ø
Expanding
range of value-added services to optimize customer experience
Ø
Customer
Profitability and Lifetime Value
Ø
Case Study in
Customer Service
Ø
Service
Quality themes in CRM
Ø
Analytics for
CRM
Ø
Technological
tools for CRM
Ø
Implementing
CRM
Ø
Learn best practices from customer centric businesses.
Ø
Breaking
barriers in Mobile Customer Onboarding
Ø
Preparing
for the customer of the future, beyond the Pandemic
Ø
Emerging
Marketing Trends in Life Insurance
Ø
Post
IPO and Challenges in future financial markets
Ø
Assignment
– Magnets with Competitors (Life Insurance Companies)
Ø
Customer
Engagement