CRM for Insurance IndustryCRM for Ins rance Ind strMr. Navik NumsiangManaging DirectorSundae Solutions Co., Ltd.
Insurance Industry SituationsInsurance Industry Situations   a complex and    a complex and     competitive             Th...
Why CRM?Why CRM?  CRM is a business strategy designed tooptimise profitability,          profitability     revenue andcust...
Why CRM?Why CRM?                          Helps protect revenue streams from                           your current custom...
360 Degree Customer View360 Degree Customer View
Why CRM?Why CRM?                          Helps protect revenue streams from                           your current custom...
The Formula for Successin Insurance Industry                            Gain a                            Unified         ...
The 1st Formula for SuccessGain a Unified Enterprise Gain a Unified EnterpriseView of CustomersView of Customers          ...
Gain a Unified Enterprise View of Customers                   Is It Your View of Customers?                   Is It Your V...
Gain a Unified Enterprise View of Customers              Corporate Data
A single, complete, real‐time enterprise view  Personalized service can be the differentiating factor that                ...
The 2nd Formula for Success Retain Customers with Retain Customers withGreat ServiceGreat Service                         ...
Unified Enterprise    Advanced Level of View of Customers     Understanding                                   g     • Know...
A three‐step process for Predicting Customer Behavior Profiling    fl       Modeling               d l         Scoring
Customer ClassificationCustomer Classification
Retain Customers with Great ServiceRetain Customers with Great Service• The more products you can  The more products you c...
The Last Formula for Success Control Costs Control CostsWhile You ExpandWhile You Expand                                  ...
Business Expansion !Business Expansion !• Increased assets  Increased assets             g g p• Broader geographic reach t...
The Key for Business ExpansionThe Key for Business Expansion    Right      • To enable your agents, representatives and   ...
The Key for Business ExpansionThe Key for Business Expansion    Right      • To enable your agents, representatives and   ...
Multi Channel CRMMulti‐Channel CRM
Email Marketing and Email Marketing and               CRM
What’s Good about Email Marketing?What s•   Highly targeted•   Immediate•   Measurable•   Reach•   Cost Effective
Email Campaign ResultsEmail Campaign Results
Mobile CRMMobile CRM
ROI for Mobile CRMROI for Mobile CRM
Mash‐up to CRM
Mash-ups to CRMMash ups  A mash up is a web application    mash-up  that combines data from more  than one source into a s...
Most Popular Mash‐upMost Popular Mash up
Mash‐ups to CRM DashboardMash ups to CRM Dashboard
Social CRMSocial CRM
Social CRM Social CRMManage your social media di tl fM                i l   di directly from CRM f                        ...
The Key for Business ExpansionThe Key for Business Expansion    Right      • To enable your agents, representatives and   ...
Automated ProcessAutomated Process
Wrap UpWrap Up Turn challenges into Turn challenges into  strategic competitive                    Gain a                 ...
Thank YouThank YoMr. Navik NumsiangM N ik N        inavik@sundae.co.thSundae Solutions Co., Ltd.Tel. 66 2634 8899Fax 66 26...
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เอกสารบรรยายในงานสัมมนา CRM สำหรับธุรกิจประกัน

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เอกสารบรรยายในงานสัมมนา CRM สำหรับธุรกิจประกัน โดย คุณนาวิก นำเสียง กรรมการผู้จัดการ บริษัท ซันเด โซลูชันส์ จำกัด

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เอกสารบรรยายในงานสัมมนา CRM สำหรับธุรกิจประกัน

  1. 1. CRM for Insurance IndustryCRM for Ins rance Ind strMr. Navik NumsiangManaging DirectorSundae Solutions Co., Ltd.
  2. 2. Insurance Industry SituationsInsurance Industry Situations a complex and  a complex and competitive  The big fish  Acquisitions or   environment tinged  dominate the sector mergers with little stability with little stability selling insurance  Internet &  facing the toughest  policies has become  policies has become economic conditions Social Media an option for banks Instinctive reaction  to cut all strategic  projects and wait  until things improve
  3. 3. Why CRM?Why CRM? CRM is a business strategy designed tooptimise profitability, profitability revenue andcustomer satisfaction Gartner Management Tools & Trends 2010 by Bain & Co.  Management Tools & Trends 2010 by Bain & Co
  4. 4. Why CRM?Why CRM? Helps protect revenue streams from  your current customers CRM is a business Provides you with a 360 degree view  id ih d i strategy designed to of customer interaction across sales, optimise profitability, profitability marketing, service and finance  marketing, service and finance revenue and functionscustomer satisfaction Gartner
  5. 5. 360 Degree Customer View360 Degree Customer View
  6. 6. Why CRM?Why CRM? Helps protect revenue streams from  your current customers CRM is a business Provides you with a 360 degree view  strategy designed to of customer interaction across sales, optimise profitability, profitability marketing, service and finance  k df revenue and functionscustomer satisfaction Enables you to unearth latent revenue  Enables you to unearth latent revenue Gartner opportunities Equips your sales team to deliver  q p y highly focussed business development  programmes Replaces sporadic interaction with  true customer lifecycle management
  7. 7. The Formula for Successin Insurance Industry Gain a  Unified  Enterprise  View of  Customers Retain  Customers  Customers With Great  Service Control Costs  Control Costs While You  Expand
  8. 8. The 1st Formula for SuccessGain a Unified Enterprise Gain a Unified EnterpriseView of CustomersView of Customers Gain a  Unified  Enterprise  Enterprise View of  Customers Retain  Customers Customers  With Great  Service Control Costs  While You  Expand
  9. 9. Gain a Unified Enterprise View of Customers Is It Your View of Customers? Is It Your View of Customers? Sales  Management Call  Claim Centre  Centre Management Policy Sales People  Management Account  Management Marketing M k ti Management  Finance Billing Marketing 
  10. 10. Gain a Unified Enterprise View of Customers Corporate Data
  11. 11. A single, complete, real‐time enterprise view Personalized service can be the differentiating factor that  g retains good customers and reduces churn—an  important goal, given that customer retention is profitable important goal, given that customer retention is profitable and new customer acquisition can be expensive.
  12. 12. The 2nd Formula for Success Retain Customers with Retain Customers withGreat ServiceGreat Service Gain a  Unified  Enterprise  Enterprise View of  Customers Retain  Customers Customers  With Great  Service Control Costs  While You  Expand
  13. 13. Unified Enterprise  Advanced Level of View of Customers Understanding  g • Know Your  • Predict  Customers customer  behavior and  align  marketing,  marketing, cross‐selling  and up selling  and up‐selling efforts
  14. 14. A three‐step process for Predicting Customer Behavior Profiling fl Modeling d l Scoring
  15. 15. Customer ClassificationCustomer Classification
  16. 16. Retain Customers with Great ServiceRetain Customers with Great Service• The more products you can The more products you can  sell to a given customer, the  less apt he/she is to migrate  less apt he/she is to migrate to another provider. • The longer a policyholder The longer a policyholder  remains a customer, the less  frequently he/she submits a  frequently he/she submits a claim. • All of these factors  contribute to improved  ib i d profitability.
  17. 17. The Last Formula for Success Control Costs Control CostsWhile You ExpandWhile You Expand Gain a  Unified  Enterprise  Enterprise View of  Customers Retain  Customers Customers  With Great  Service Control Costs  While You  Expand
  18. 18. Business Expansion !Business Expansion !• Increased assets Increased assets  g g p• Broader geographic reach to  new customersBut… how does an insurance  how does an insurance company grow without  sacrificing profitability?
  19. 19. The Key for Business ExpansionThe Key for Business Expansion Right  • To enable your agents, representatives and  brokers to identify and spend the right amount on  Opportunity each opportunity each opportunity Most cost‐ • To use the most cost‐effective channels without  effective  sacrificing a high level of customer service for  different target audiences and desired behaviors diff tt t di dd i db h i channels  Automated  • Automation of the more mundane insurance  Process business processes business processes
  20. 20. The Key for Business ExpansionThe Key for Business Expansion Right  • To enable your agents, representatives and  brokers to identify and spend the right amount on  Opportunity each opportunity each opportunity Most cost‐ • To use the most cost‐effective channels without  effective  sacrificing a high level of customer service for  different target audiences and desired behaviors diff tt t di dd i db h i channels  Automated  • Automation of the more mundane insurance  Process business processes business processes
  21. 21. Multi Channel CRMMulti‐Channel CRM
  22. 22. Email Marketing and Email Marketing and CRM
  23. 23. What’s Good about Email Marketing?What s• Highly targeted• Immediate• Measurable• Reach• Cost Effective
  24. 24. Email Campaign ResultsEmail Campaign Results
  25. 25. Mobile CRMMobile CRM
  26. 26. ROI for Mobile CRMROI for Mobile CRM
  27. 27. Mash‐up to CRM
  28. 28. Mash-ups to CRMMash ups A mash up is a web application mash-up that combines data from more than one source into a single integrated view. g Content used in mash-ups is typically sourced from a third party via a Widget or API (web service).• Minimized application data management• Reduced development effortMake CRM SMARTER
  29. 29. Most Popular Mash‐upMost Popular Mash up
  30. 30. Mash‐ups to CRM DashboardMash ups to CRM Dashboard
  31. 31. Social CRMSocial CRM
  32. 32. Social CRM Social CRMManage your social media di tl fM i l di directly from CRM f forTwitter, Facebook and LinkedInWeb 2.0 stimulated fundamental changes in consumer behaviorInteractions between customer and brands starting earlier and never endingNew behavior patterns demand a new strategy, better segmentation, new strategy better segmentation newchannels and targeted messages and review of current customer facing business processes
  33. 33. The Key for Business ExpansionThe Key for Business Expansion Right  • To enable your agents, representatives and  brokers to identify and spend the right amount on  Opportunity each opportunity each opportunity Most cost‐ • To use the most cost‐effective channels without  effective  sacrificing a high level of customer service for  different target audiences and desired behaviors diff tt t di dd i db h i channels  Automated  • Automation of the more mundane insurance  Process business processes business processes
  34. 34. Automated ProcessAutomated Process
  35. 35. Wrap UpWrap Up Turn challenges into Turn challenges into  strategic competitive  Gain a  Gain a advantage and  Unified  Enterprise  View of  enhance their long‐ enhance their long‐ Customers term viability and  Retain  Customers  With Great  With Great profitability Service Control  Costs While  You Expand
  36. 36. Thank YouThank YoMr. Navik NumsiangM N ik N inavik@sundae.co.thSundae Solutions Co., Ltd.Tel. 66 2634 8899Fax 66 2634 8896Website: www.sundae.co.th
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