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INSURANCE
Customer relationship management
Build value-based relationships
Customer relationship management (CRM) is an integrated business approach that systematically uses customer information to deliver a customized, high-value, and consistent experience to each customer, every time. CGI provides sophisticated business intelligence and data warehousing and integrated customer interaction solutions to enhance the customer experience across multiple channels.
Key services
- CRM strategy, planning, and implementation - Identify, shape, and steward the adoption of the strategy, process, and technology components that maximize the benefits of the CRM program for unique business situations.
- CRM platform evaluation, selection, and architecting - Independent evaluation and selection of the right components to build a comprehensive CRM platform that maximizes ROI and reduces risk.
- Customer valuation, segmentation, and analytics - Increase lifetime value and profitability of each customer through development of an enterprise-wide perspective of customer worth. See the section on Decision Analytics: Technology Behind Interactive Customer Value Management (CVM).
- Predictive modeling - Develop models to predict customer behavior and preferences, creating profitable cross-sell/up-sell and retention opportunities and increasing customer satisfaction.
- Campaign management and marketing - Design, testing, and implementation of customer treatment strategies and campaigns to improve efficiency and effectiveness of marketing initiatives.
- Sales - Implement sales processes and systems that allow sales professionals to effectively sell the right products to the right customers.
- Contact center management - Provide consistent and personalized customer experiences across all channels - telephony, IVR, Web and wireless - through the right combination of process, technology, and employees.
Solution
Strata® Enterprise allows you to create, execute, measure, and experiment with decision strategies across the customer relationship cycle.
Assessing your organization's current state relative to customer relationship management
The first step toward achieving a customer focused enterprise is understanding, identifying and articulating the special competencies needed to achieve your organization’s vision for Customer Relationship Management (CRM). CGI’s CRM methodology uses a Gap Analysis as the tool to determine your organization’s current capabilities, aptitudes, functions and infrastructure, and which relevant competencies can be adapted for CRM.
The "Gap Scorecard" represents a high level excerpt of the qualities and competencies that are covered in a comprehensive Gap Analysis. This scorecard is provided to give a quick and relatively easy "broad brush" assessment of your organization’s relative progress and readiness with CRM. Accordingly, your score on this test can be viewed as one indication of your organization’s current state. While it touches on all the key elements of a fully evolved CRM financial services business, this scorecard is not a substitute for a detailed and thorough business analysis.
Also see
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