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    Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/2970

    Title: A Case Study on the ING Aetna?s Customer Relationship Management System of the Life Insurance Agents
    Authors: Chung-Chi Kuo
    Contributors: Department of International Business
    Keywords: Relationship Marketing, Customer Satisfaction, Customer Relationship Management, Customer Relationship Development Management
    Date: 2006
    Issue Date: 2009-11-16 19:33:33 (UTC+8)
    Publisher: Asia University
    Abstract: The financial markets faced radical revolutions recently. Owing to the financial holding companies established, the banks, life insurance and certificate institutes had made the progression from the independent-selling to cross-selling by merging and cross-stocking. That?s why the life insurance sales had changed seriously and the customers had much more thoroughfares but less loyal.
    Through in-depth interview and historical evidence analysis, I explored the correlation of marketing and customer satisfaction in CRM(customer relationship management) and CRDM(customer relationship development management) concerning life insurance business. Furthermore, I analyzed the influences of the CRDM system about relationship marketing and customer satisfaction, including characteristics, professional financial knowledge, marketing craftsmanships and perfect services.
    After applying CRDM to the relationships between customers and sells, it could be found that more benefit in customer relationships are promoted if the customers could get professional knowledge, perfect services and marketing craftsmanships from sales agent.In conclusion, I gave some specific suggestions for life insurance agents, such as become the customer?s family consultant in financial management by perfect services, well communications skills, sincerely attentions, and solving the problems properly for the customers? satisfaction.
    Appears in Collections:[國際企業學系] 博碩士論文

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