A study of the key Factors of Customer Management in Life Insurance Industry

• Main Authors: Chen, Jhih-Tsung, 陳志聰
• Other Authors: Lin, Hsiu-Fen
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/549d8p

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 106 === 　　In recent years, Taiwan's life insurance immovable property already gradually advanced to is mature and steady, how completed the life insurance customer relations management, promoted the underwriting speed. The enhancement compensates in the service in the principle the risk to control the tube, can promote the customer service degree of satisfaction, then achieves the service end relations marketing the promotion and the growth. The discussion influence life insurance industry customer management strategy key aspect, can have the effect to use in the life insurance industry customer managing, and at the right moment adjusts the organization management pattern. 　　This study collects the related literature, reorganizes the underwriting speed, insurance claim efficiencies, after-sale service, and the relational marketing and so on four important constructs. This study applies the case study and in-depth interview to discuss the above four important influence factors. The interview objects include 11 life insurance customers and 11 outstanding life insurance sales. 　　The results showed that the life insurance customers and sales believed that insurance claim efficiencies and the relational marketing are important drivers of life insurance customer satisfaction and sales’ work achievement. For life insurance customers, the life insurance company must first consider the customer budget and their actual demand, then retains repeat customers and attracts potential customers. For life insurance sales, the life insurance company must provide life insurance sales to learn new professional knowledge, and then increase their professional abilities. Life insurance sales have to consider life insurance customer benefits, provide professional service abilities and realize sustainable service spirits.