NATIONAL INSURANCE ACADEMY,
PUNE
P170
- INTEGRATED CRM (LIFE)
Background:
The consumer landscape 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 an 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 must 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 for the hour is customized solutions and
personalized experiences as CX has become a game changer to retain customer
loyalty. In the service industry, customers work as PR consultants for
the organization. It is therefore imperative for an organization to build a
customer-centric & sensitive workforce.
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
§
Customer
Profitability and Lifetime Value
§
Service
Quality themes in CRM
§
Analytics
for CRM
§
Technological
tools for CRM
§
CRM
as a Marketing Tool
§
Best
Practices from Customer Centric Businesses - Case
Studies.
§
Customer
Engagement with value-added services
§
Effective
Grievance Redressal
§
Overview
of RTI Act
§
Life Insurance Marketing- Trends
and Tools with Practical Aspects
§
Use of Digital Apps in Marketing
§
Opportunities in G & U Segment
§
Personal Financial Planning as a Marketing Tool
Participants’
Profile:
AOs/ Assistant Secretary/ Secretary (CRM Dept.) of Zonal Office & AOs/Manager (CRM) of Divisional Offices to be nominated by respective HRD Depts.
Trainees nominated for this programme in the last two years should not be renominated.
Duration:
5 days
I.
26.05.2025
- 30.05.2025
II.
07.07.2025
- 11.07.2025
III.
06.10.2025
- 10.10.2025