A. Insurance companies are short of correct
understanding on customer relationship ip
Considerable customers of insurance companies are
closely-related units and they are maintained with
administrative relationship, money or interests, other than
service and credibility. In contrast, mature overseas
insurance companies attract customers with time-honored
credibility, superior service and the grasp on true essence of
customer and customer relationship. However, as the market
competition goes more cut-throat, Chinese insurance
companies have to be aware of seeking the breakthrough of
transformation.
B. Insurance company segment and position their
customer incorrectly
In Chinese insurance companies, the service scope is
extensive and the service contents are rough, less specific.
Facing the violent market competition, PICC lagging in
concept, management and technology must implement the
differentiated competition strategies by accurate market
positioning and segmentation.
C. Business development and service are imbalanced in
insurance companies.
Imbalance between business development and service is a
common problem in Chinese insurance companies;
additionally with less sound claim settlement mechanism,
customers lack in the sense of security and that of trust and
it is difficult to build up huge loyal customer groups, which
is disadvantageous for insurance companies to seize the
market firmly.
D. The information networks of insurance companies are
redundant and respondent slowly
The agency network covering all over the country, on one
hand, is beneficial for customers to provide expedite service
for local companies; yet on the other hand, along with the
soaring development of information technology and Internet,
such multi-layer and locally-divided organizational setup is
less and less adaptive to fast-changing external environment,
which results in rocketing operating cost and decreasing
efficiency in insurance companies.