customer needs becomes the emphasis of insurance
operation. But unlike other tangible products with obvious
technological thresholds and differences in quality and
characteristics, new insurance products are subject to
"cloning" and imitation and thus suffer from severe
homogeneity. In this case, only by informationized CRM
would insurance companies be able to grasp customer needs
in time and accurately, take the lead in development and
promotion of new products and gain the initiative in
competition.