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เอกสารบรรยายในงานสัมมนา CRM สำหรับธุรกิจประกัน
The document discusses the importance of Customer Relationship Management (CRM) in the insurance industry, emphasizing a strategy to enhance profitability, customer satisfaction, and operational efficiency. It highlights the necessity of a unified enterprise view of customers, effective service, and cost control to retain clients and grow without sacrificing profitability. Additionally, it touches on the role of multi-channel CRM and automation in improving customer interactions and achieving competitive advantage.
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เอกสารบรรยายในงานสัมมนา CRM สำหรับธุรกิจประกัน
- 1. CRM for Insurance Industry CRM for Insrance Ind str Mr. Navik Numsiang Managing Director Sundae Solutions Co., Ltd.
- 2. Insurance Industry Situations Insurance 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. Why CRM? Why CRM? CRM is a business strategy designed to optimise profitability, profitability revenue and customer satisfaction Gartner Management Tools & Trends 2010 by Bain & Co. Management Tools & Trends 2010 by Bain & Co
- 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 functions customer satisfaction Gartner
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- 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 functions customer 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. The Formula for Success in Insurance Industry Gain a Unified Enterprise View of Customers Retain Customers Customers With Great Service Control Costs Control Costs While You Expand
- 8. The 1st Formula for Success Gain a Unified Enterprise Gain aUnified Enterprise View of Customers View of Customers Gain a Unified Enterprise Enterprise View of Customers Retain Customers Customers With Great Service Control Costs While You Expand
- 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. Gain a Unified Enterprise View of Customers Corporate Data
- 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. The 2nd Formula for Success Retain Customers with Retain Customerswith Great Service Great Service Gain a Unified Enterprise Enterprise View of Customers Retain Customers Customers With Great Service Control Costs While You Expand
- 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. A three‐step process for Predicting Customer Behavior Profiling fl Modeling d l Scoring
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- 16. Retain Customers with Great Service Retain Customers withGreat 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. The Last Formula for Success Control Costs Control Costs While YouExpand While You Expand Gain a Unified Enterprise Enterprise View of Customers Retain Customers Customers With Great Service Control Costs While You Expand
- 18. Business Expansion ! Business Expansion ! •Increased assets Increased assets g g p • Broader geographic reach to new customers But… how does an insurance how does an insurance company grow without sacrificing profitability?
- 19. The Key for Business Expansion The Key forBusiness 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. The Key for Business Expansion The Key forBusiness 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
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- 23. What’s Good aboutEmail Marketing? What s • Highly targeted • Immediate • Measurable • Reach • Cost Effective
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- 28. Mash-ups to CRM Mashups 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 effort Make CRM SMARTER
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- 30. Mash‐ups to CRMDashboard Mash ups to CRM Dashboard
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- 32. Social CRM Social CRM Manageyour social media di tl f M i l di directly from CRM f for Twitter, Facebook and LinkedIn Web 2.0 stimulated fundamental changes in consumer behavior Interactions between customer and brands starting earlier and never ending New behavior patterns demand a new strategy, better segmentation, new strategy better segmentation new channels and targeted messages and review of current customer facing business processes
- 33. The Key for Business Expansion The Key forBusiness 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
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- 35. Wrap Up Wrap Up Turnchallenges 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. Thank You Thank Yo Mr. Navik Numsiang MN ik N i navik@sundae.co.th Sundae Solutions Co., Ltd. Tel. 66 2634 8899 Fax 66 2634 8896 Website: www.sundae.co.th