Insurance: Customer Relationship Management
Description
Full coverage of insurance CRM processes, technology platforms, automation, analytics, and personalization strategies.
Learning Objectives
IT professionals will master CRM principles and technologies, enabling insurers to automate, analyze, and personalize customer interactions throughout the policy lifecycle.
Topics (7)
Covers CRM objectives, data architecture, customer lifecycle stages, and system configuration principles.
Includes requirements analysis, vendor comparison, data migration, integration, training, cloud vs on-prem decision-making, and change management.
Topics cover onboarding, engagement, service, renewal, retention, and upsell/cross-sell using CRM automation and analytics.
Includes email, SMS, mobile, web, agent, chatbot, and social communication, system integration for unified customer experience.
Covers campaign automation, customer analytics, journey mapping, predictive lead scoring, churn/retention modeling, and dashboarding.
Includes advanced segmentation, persona-based personalization, dynamic content, real-time recommendations, and automated custom offers.
Topics cover regulatory recordkeeping, audit trails, privacy protection, dispute resolution, and compliance reporting.