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		CRM-project example

CRM Business objectives:

History of the customer interactions:

1. Contacts.
2. Associations.
3. Polices.
4. Accidents, payments.
5. Campaigns.
6. Meetings and calls.
7. Document flow.
8. Email correspondence.

Sales management:

1. Sales planning by insurance types and by agents.
2. Business processes for different customer types.
3. Sales pipeline.
4. Corporate standards.
5. Cross-sales.

Marketing management:

1. Customer segmentation.
2. Campaigns planning.
3. Campaign effectiveness analyzing.
4. Loyalty programs.
5. Direct mail.
6. Marketing materials library.

Service management:

1. Tracking customer inquiries.
2. Customer interactions.
3. Insurance renewal reminders.
4. Insurance profitableness by types.

Call Centre:

1. Customer form pop-up.
2. Incoming/outgoing calls registration.
3. Manager effectiveness analyzing.