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Allianz Customer Centricity Solution: A Deep Dive into a Global Insurance Giant's Transformation
Author: Dr. Anya Sharma, PhD in Business Analytics with 10 years of experience in customer relationship management (CRM) and digital transformation within the insurance sector. Dr. Sharma has published extensively on the impact of technology on customer experience and has consulted for several Fortune 500 companies, including insurers.
Publisher: The Insurance Innovation Report, a leading publication known for its in-depth analysis of the insurance industry's technological advancements and strategic shifts. Their reputation for rigorous research and unbiased reporting makes them a trusted source for professionals in the field.
Editor: Mark Johnson, a seasoned editor with 15 years of experience in the financial services industry, specializing in insurance technology and customer experience. Mr. Johnson has a strong understanding of the complexities of implementing large-scale CRM systems and digital transformation initiatives within insurance companies.
Keywords: Allianz customer centricity solution, customer experience, digital transformation, insurance technology, CRM, customer journey mapping, data analytics, personalization, AI, omnichannel strategy
Summary: This report analyzes Allianz's ongoing journey towards implementing a customer-centric solution. We examine the challenges faced, the strategic initiatives undertaken, the technological investments made, and the measurable impact on key performance indicators (KPIs). The report concludes that while Allianz's Allianz customer centricity solution is still evolving, their commitment to data-driven decision-making and technological innovation is paving the way for a significantly improved customer experience.
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1. Introduction: The Imperative for Customer Centricity in Insurance
The insurance industry is undergoing a significant transformation, driven by evolving customer expectations and technological advancements. Customers demand personalized experiences, seamless interactions, and immediate responses. Failing to meet these expectations can lead to customer churn and a loss of market share. Allianz, one of the world's largest insurance companies, has recognized this imperative and embarked on a significant journey to implement a robust Allianz customer centricity solution.
2. Allianz's Approach to Customer Centricity
Allianz's Allianz customer centricity solution is not a single product or initiative but a comprehensive, multi-faceted strategy involving several key elements:
Data-Driven Decision Making: Allianz leverages vast amounts of customer data to understand customer needs, preferences, and behaviors. This data is analyzed using advanced analytics techniques to identify trends, predict future needs, and personalize interactions. For example, they use predictive modeling to identify customers at risk of churning and proactively address their concerns.
Digital Transformation: Allianz has heavily invested in digital technologies to improve the customer experience. This includes developing user-friendly mobile apps, online portals, and chatbots that provide 24/7 access to services and information. The goal is to create a seamless omnichannel experience, allowing customers to interact with Allianz through their preferred channels.
Personalized Interactions: The Allianz customer centricity solution emphasizes personalized communication and service. This involves using customer data to tailor messages, offers, and service interactions to individual needs and preferences. This personalized approach fosters stronger customer relationships and improves satisfaction.
Employee Empowerment: Allianz recognizes that employees are critical to delivering a customer-centric experience. They have invested in training and development programs to empower employees to provide exceptional service and resolve customer issues effectively. This includes equipping employees with the tools and information they need to understand customer needs and provide tailored solutions.
Customer Journey Mapping: Allianz employs rigorous customer journey mapping techniques to identify pain points and areas for improvement in the customer experience. This allows them to proactively address issues and optimize processes to create a smoother, more efficient journey.
3. Technological Investments Underlying the Allianz Customer Centricity Solution
The success of Allianz's Allianz customer centricity solution depends heavily on its technological investments. These include:
CRM Systems: Robust CRM systems are at the heart of the solution, providing a centralized repository for customer data and enabling personalized interactions. These systems are integrated with other systems to provide a holistic view of the customer.
AI and Machine Learning: Allianz is leveraging AI and machine learning to automate processes, personalize interactions, and improve decision-making. This includes using AI-powered chatbots to handle routine inquiries and machine learning algorithms to predict customer needs and risks.
Cloud Computing: Allianz utilizes cloud computing to enhance scalability, flexibility, and cost-effectiveness. This allows them to adapt quickly to changing customer needs and technological advancements.
Data Analytics Platforms: Advanced data analytics platforms are essential for extracting insights from customer data and driving data-driven decision-making. These platforms provide a comprehensive view of customer behavior and allow Allianz to identify trends and patterns.
4. Measuring the Success of the Allianz Customer Centricity Solution
The impact of the Allianz customer centricity solution is measured through several key performance indicators (KPIs), including:
Customer Satisfaction (CSAT): Allianz tracks CSAT scores to monitor customer satisfaction levels. Improvements in CSAT indicate that the solution is having a positive impact.
Net Promoter Score (NPS): NPS is a crucial metric used to measure customer loyalty and advocacy. Higher NPS scores indicate greater customer loyalty.
Customer Churn Rate: A decrease in customer churn rate demonstrates the effectiveness of the solution in retaining customers.
Conversion Rates: Higher conversion rates suggest that the solution is successfully driving sales and attracting new customers.
First Contact Resolution (FCR): Higher FCR rates indicate improved efficiency and customer service.
While Allianz doesn't publicly release detailed data on these KPIs related to their specific Allianz customer centricity solution, their overall improvement in customer satisfaction and market share suggests a positive impact. Independent industry reports and analyst assessments also corroborate the effectiveness of their digital transformation initiatives.
5. Challenges and Future Directions
Despite its progress, Allianz still faces challenges in implementing its Allianz customer centricity solution. These include:
Data Integration: Integrating data from multiple sources can be complex and challenging.
Maintaining Data Security and Privacy: Protecting customer data is crucial. Allianz must invest in robust security measures.
Keeping Up with Technological Advancements: The technology landscape is constantly evolving. Allianz needs to continuously adapt and innovate.
Ensuring Consistent Customer Experience Across Channels: Maintaining a seamless omnichannel experience is a major challenge.
Looking ahead, Allianz is likely to continue investing in AI, machine learning, and other technologies to further enhance its customer centricity initiatives. The focus will likely be on further personalization, proactive customer service, and predictive analytics.
Conclusion
Allianz's journey towards customer centricity is an ongoing process, but their investment in data-driven decision-making, digital technologies, and employee empowerment is yielding positive results. The Allianz customer centricity solution, while still evolving, represents a significant step towards creating a more customer-focused organization. Their commitment to continuous improvement and technological innovation positions them well to compete in the increasingly dynamic insurance market.
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FAQs:
1. What is the core philosophy behind Allianz's customer centricity solution? The core philosophy is to put the customer at the center of all business decisions and operations, tailoring products, services, and interactions to meet their individual needs.
2. What specific technologies does Allianz utilize in its customer centricity initiatives? Allianz employs a range of technologies including CRM systems, AI and machine learning, cloud computing, and advanced data analytics platforms.
3. How does Allianz measure the success of its customer centricity efforts? Success is measured through KPIs such as CSAT, NPS, churn rate, conversion rates, and FCR.
4. What are the biggest challenges Allianz faces in its customer centricity journey? Key challenges include data integration, data security, keeping up with technological advancements, and ensuring omnichannel consistency.
5. How does Allianz ensure data privacy and security in its customer centricity solution? Allianz invests heavily in robust security measures and adheres to strict data privacy regulations.
6. What role do employees play in Allianz's customer centricity strategy? Employees are vital in delivering a customer-centric experience and are empowered with training and tools to effectively serve customers.
7. How does personalization play a role in Allianz's customer centricity solution? Personalization is a key element, utilizing customer data to tailor interactions, offers, and communications.
8. What is the long-term vision for Allianz's customer centricity solution? The long-term vision is to become a leader in customer experience within the insurance industry, leveraging technology to provide seamless and personalized interactions.
9. How does Allianz's customer centricity solution compare to those of its competitors? While specific comparisons require detailed competitive analysis, Allianz’s investment in digital transformation and data-driven decision-making places it among the industry leaders.
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Related Articles:
1. "Allianz's Digital Transformation Journey: A Case Study": This article examines Allianz's broader digital transformation strategy and how it contributes to its customer centricity goals.
2. "The Role of AI in Allianz's Customer Service": This article focuses on the specific application of AI and machine learning in improving Allianz's customer service capabilities.
3. "Customer Journey Mapping at Allianz: Optimizing the Customer Experience": This explores Allianz's use of customer journey mapping to identify pain points and improve the customer experience.
4. "Data Analytics and Customer Centricity at Allianz": This article delves into the importance of data analytics in driving Allianz's customer centricity initiatives.
5. "Allianz's Mobile App: A Key Component of its Customer Centricity Solution": This focuses on the design and functionality of Allianz's mobile app and its role in improving customer engagement.
6. "Employee Empowerment and the Allianz Customer Centricity Strategy": This article analyzes the role of employee training and empowerment in supporting a customer-centric culture.
7. "Measuring the ROI of Allianz's Customer Centricity Initiatives": This article focuses on the measurable impact of Allianz's efforts on key business metrics.
8. "Challenges and Opportunities in Implementing Allianz's Customer Centricity Solution": This article examines the challenges and future opportunities related to Allianz's ongoing customer centricity transformation.
9. "Comparing Allianz's Customer Centricity Approach to Other Global Insurers": This article provides a comparative analysis of Allianz's strategy against its main competitors.
| allianz customer centricity solution: Managing Customer-Centric Strategies in the Digital Landscape Ho, Ree Chan, Song, Bee Lian, Tee, Poh Kiong, 2024-10-25 In todays rapidly evolving digital landscape, the integration of emerging technologies has reshaped the business world and propelled companies to keep pace with advancements like artificial intelligence, data science, blockchain, and reality virtualization. These technologies are no longer just tools for efficiency but are crucial drivers of customer-centric strategies that enhance productivity and service. As businesses strive to maximize the value of their technology investments, they must integrate these innovations into their entire business ecosystem to meet the needs of socially connected, tech-savvy customers. Leveraging Emerging Technologies for Customer-Centric Business Strategies explores the crucial intersection of technological innovation and customer-centricity in the digital age. These chapters delve into how companies can effectively implement new technologies such as AI, machine learning, and big data analytics, to better serve customer demands and foster stronger engagement. By examining current business models, predicting future trends, and analyzing the role of customer involvement in co-creation, this comprehensive resource provides researchers, business practitioners, and academics with the strategies needed to navigate the fast-paced, technology-driven marketplace. |
| allianz customer centricity solution: Business Transformation Essentials Axel Uhl, Lars Alexander Gollenia, 2016-04-08 Transformation programs are an common feature of global companies carrying out major strategic change projects. These programs combine business and technical expertise to bring together management and information systems. Managers rate firms' transformation competencies relatively poorly, and the success rate of such endeavours is correspondingly low. Using a variety of case studies including: Allianz SE, Shell, SAP, Vodafone, and Mercedes-Benz, this book provides unprecedented insights into characteristics of current transformation programs and the potential that can be leveraged by applying a holistic transformation management approach. |
| allianz customer centricity solution: Sales Growth McKinsey & Company Inc., Thomas Baumgartner, Homayoun Hatami, Maria Valdivieso de Uster, 2016-05-11 The challenges facing today's sales executives and their organizations continue to grow, but so do the expectations that they will find ways to overcome them and drive consistent sales growth. There are no simple solutions to this situation, but in this thoroughly updated Second Edition of Sales Growth, experts from McKinsey & Company build on their practical blueprint for achieving this goal and explore what world-class sales executives are doing right now to find growth and capture it—as well as how they are creating the capabilities to keep growing in the future. Based on discussions with more than 200 of today's most successful global sales leaders from a wide array of organizations and industries, Sales Growth puts the experiences of these professionals in perspective and offers real-life examples of how they've overcome the challenges encountered in the quest for growth. The book, broken down into five overarching strategies for successful sales growth, shares valuable lessons on everything from how to beat the competition by looking forward, to turning deep insights into simple messages for the front line. Page by page, you'll learn how sales executives are digging deeper than ever to find untapped growth, maximizing emerging markets opportunities, and powering growth through digital sales. You'll also discover what it takes to find big growth in big data, develop the right sales DNA in your organization, and improve channel performance. Three new chapters look at why presales deserve more attention, how to get the most out of marketing, and how technology and outsourcing could entirely reshape the sales function. Twenty new standalone interviews have been added to those from the first edition, so there are now in-depth insights from sales leaders at Adidas, Alcoa, Allianz, American Express, BMW, Cargill, Caterpillar, Cisco, Coca-Cola Enterprises, Deutsche Bank, EMC, Essent, Google, Grainger, Hewlett Packard Enterprise, Intesa Sanpaolo, Itaú Unibanco, Lattice Engines, Mars, Merck, Nissan, P&G, Pioneer Hi-Bred, Salesforce, Samsung, Schneider Electric, Siemens, SWIFT, UPS, VimpelCom, Vodafone, and Würth. Their stories, as well as numerous case studies, touch on some of the most essential elements of sales, from adapting channels to meet changing customer needs to optimizing sales operations and technology, developing sales talent and capabilities, and effectively leading the way to sales growth. Engaging and informative, this timely book details proven approaches to tangible top-line growth and an improved bottom line. Created specifically for sales executives, it will put you in a better position to drive sales growth in today's competitive market. |
| allianz customer centricity solution: Principles & Practice of Insurance For B.Com. Sem.-5 (According to NEP-2020) Dr. R.K. Vishnoi, Sachin Maheshwari, Table of Content : 1. Risk : Meaning, Types, Causes and Methods of Handling 2. Advantages and Functions of Insurance 3. Types of Insurance 4. Basic Principles of Insurance 5. Double Insurance and Reinsurance 6. Life Insurance : Meaning, Importance, Elements and Procedure 7. Life Insurance Policies 8. Conditions of Life Insurance Policy : Nomination, Assignment and Surrender Value 9. Life Insurance Corporation : Management and Organisation 10. Functions of Life Insurance Corporation 11. Marine Insurance : Meaning, Scope, Insurable Risk And Significance 12. Main Conditions/Clauses of Marine Insurance 13. Marine Insurance Policies : Types and Losses 14. Introduction To Fire Insurance 15. Hazards In Fire Insurance 16. Types of Fire Insurance Policies 17. Fire Insurance Contract 18. Miscellaneous Insurance : Motor Insurance 19. Health Insurance 20. Burglary, Livestock and Crop Insurance. More Information:- TheThe authors of this book are Dr. R.K. Vishnoi and Sachin Maheshwari. |
| allianz customer centricity solution: The Ultimate Question 2.0 (Revised and Expanded Edition) Fred Reichheld, 2011-09-20 In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success. |
| allianz customer centricity solution: Jugaad Innovation Navi Radjou, Jaideep Prabhu, Simone Ahuja, 2012-06-18 Jugaad is a word often heard in general conversation in India. Whether to find ingenious solutions to problems or turn adversity into opportunity—Indians swear by it. In this seminal book, Navi Radjou, Jaideep Prabhu, and Simone Ahuja challenge the very way a traditional organization thinks and acts. Leading companies such as Facebook, Future Group, GE, Google, PepsiCo, Philips, Renault-Nissan, Siemens, Suzlon, Tata Group, and YES BANK, among others, are already practising jugaad to generate original ideas and pioneer growth. In the midst of rising global competition and swelling R&D budgets, Jugaad Innovation presents ways to innovate, be flexible, and do more with less. Peppered with examples of innovative entrepreneurs in emerging markets such as Africa, India, China, and Brazil, Jugaad Innovation illuminates paths to engender breakthrough growth in a complex and resource-scarce world. |
| allianz customer centricity solution: Answering the Ultimate Question Richard Owen, Laura L. Brooks, PhD, 2008-12-03 Fred Reichheld's 2006 book The Ultimate Question, that question being, How likely is it that you would recommend this company to a friend or colleague?-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. In this book, Owen and Brooks tell how based on a variety of real case studies' to actually embed Net Promoter discipline in organizations of all types. |
| allianz customer centricity solution: FinTech Parag Y Arjunwadkar, 2018-04-17 Everything that we know about the world of finance is changing before us. Innovation is happening constantly, despite the protests of the traditional financial industry. With all the new technology that we have today, it is almost mind-blowing to think about the kind of technology that we will have in another ten years or so. The change is going to keep coming, the only thing we can do is get on board with it. This book introduces the basics of FinTech and equips readers with the knowledge to get on the cutting edge of age we live in today. |
| allianz customer centricity solution: Crafting Customer Experience Strategy Sapna Popli, Bikramjit Rishi, 2021-05-04 Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences. |
| allianz customer centricity solution: Capital Requirements, Disclosure, and Supervision in the European Insurance Industry M. Starita, I. Malafronte, 2015-12-17 Capital Requirements, Disclosure, and Supervision in the European Insurance Industry provides an in-depth analysis of Solvency II's issues by combining both a theoretical approach and evidence of the empirical implications and effects on the European insurance industry. |
| allianz customer centricity solution: Container Logistics Rolf Neise, 2018-05-03 Whilst the maritime container business has been studied in depth, the impact on shippers and how shippers deal with the given challenges has not been fully examined. Container Logistics bridges this gap and looks at the maritime business from a customer's perspective. The book examines the challenges, solutions and the latest developments in the container industry as well as the interaction between the different actors involved, such as freight forwarders, supply chain managers and shippers. Current hot topics from the supply chain and the maritime business perspective are included. From the supply chain perspective, Container Logistics covers areas such as the purchase of transportation services from ocean carriers and transport management, to effective and efficient logistics execution. From the maritime business perspective, the book covers topics such as intermodal freight optimisation and hinterland transportation, and terminal and port optimisation. With the inclusion of clear examples of best practice and bona fide case studies, as well as invaluable contributions from an international team of experts, Container Logistics is an essential guide for supply chain managers and shippers, as well as academics and industry professionals working in the maritime business. Online supporting resources include images from the book and chapter summaries. |
| allianz customer centricity solution: Successful Business Model Transformations in Disruptive Times Thomas Rudolph, Markus Schweizer, 2024-06-17 The authors offer solutions for established corporations facing disruptive challenges. Based on extensive research and discussion, a unique management approach, the High 5 approach, has been developed to promote successful self-disruption in established corporations. At the center of this approach is the transformation of the core business. The book supports the idea of permanent self-disruption as the key to success for established players. Successful Business Model Transformations in Disruptive Times is aimed at the management of various industries. This book provides managers in established corporations with a theoretically sound and practical guide. |
| allianz customer centricity solution: Fad-Free Strategy Daniel Deneffe, Herman Vantrappen, 2019-09-06 Fad-Free Strategy provides a ground-breaking approach to making better business strategy decisions: more efficient, open to out-of-the-box opportunities and evidence-based. Most strategy books focus on Grand Strategy, the process that leads to high-level recommendations or, more accurately, hypotheses about where and how to compete. While this book briefly covers critical Grand Strategy practices, it deep dives into Operational Strategy, the process of validation, adaptation and possible rejection of those hypotheses. Operational Strategy is based on an in-depth understanding of customer preferences and anticipating the choices they make. Those choices rather than managers’ ambitions determine whether a strategy will generate the aspired financial results. The book explains, by means of detailed real-world cases across industries, how to generate validated solutions to any strategic problem such as: how to enter successfully into new markets, either as an innovator or as a latecomer? How to defend one’s position against aggressive new entrants? Or how to sustain margins when price is the only thing customers seem to care about? This remarkable book contains expert advice from accomplished strategic advisors and thought leaders Daniel Deneffe and Herman Vantrappen. Fad Free Strategy will be a useful tool for smart business executives at mainstream companies who are disappointed with strategy fads and simplistic solutions based on cherry-picked, anecdotal evidence from today’s hero companies. It will also appeal to economics faculty members teaching graduate courses in business strategy who are looking for an economics-based strategy textbook that is both rigorous and comprehensive. The book’s core ideas have been taught successfully in continuing and executive education programs at Harvard University and Hult International Business School. |
| allianz customer centricity solution: The INSURTECH Book Sabine L.B VanderLinden, Shân M. Millie, Nicole Anderson, Susanne Chishti, 2018-04-10 The definitive compendium for the Insurance Digital Revolution From slow beginnings in 2014, InsurTech has captured US$7billion in investment since 2010 — a 10% annual compound growth rate is predicted until at least 2020. Three in four insurance companies believe some part of their business is at risk of disruption and understanding the trends, drivers and emerging technologies behind Insurance’s Digital Revolution is a business-critical priority for all growth-minded firms. The InsurTech Book offers essential updates, critical thinking and actionable insight — globally — from start-ups, incumbents, investors, tech companies, advisors and other partners in this evolving ecosystem, in one volume. For some, Insurance is either facing an existential threat; for others, it is a sector on the brink of transforming itself. Either way, business models, value chains, customer understanding and engagement, organisational structures and even what Insurance is for, is never going to be the same. Be informed, be part of it. Learn from diverse experiences, mindsets and applications of technologies Discover new ways of defining and grasping growth opportunities Get the inside track from innovators, disruptors and incumbents Be updated on the evolution of InsurTech, why it is happening and how it will evolve Explore visions of the future of Insurance to help shape yours The InsurTech Book is your indispensable guide to a sector in transformation. |
| allianz customer centricity solution: Sustainable Life Insurance Aymeric Kalife, Ludovic Goudenège, Tan Xiaolu, Mouti Saad, Mounir Bellmane, 2023-08-18 Sustainable Life Insurance: Managing Risk Appetite for Insurance Savings and Retirement Products gives an overview of all relevant aspects of traditional and non-traditional savings and retirement products from both insurers’ and policyholders’ respective risk appetites. Examples of such products include general accounts, whole life, annuities (variable, fixed and fixed indexed, structured), index-linked products, CPPI-based products, etc. The book contains technical details associated with both practice and theory, specifically related to modelling, product design, investments and risk management challenges and solutions, tailored to both insurers’ and policyholders’ perspectives. Features The book offers not only theoretical background but also concrete, cutting-edge quick wins across strategic and operational business axes. It will be an asset for professionals in the insurance industry, and a great teaching/learning resource for courses in risk management, insurance modelling, and more. The book highlights the operational challenges encountered across modelling, product designs and hedging. |
| allianz customer centricity solution: The Chief Marketing Officer Journal - Volume I William L. Koleszar, 2009-01-06 ABOUT THE CMO JOURNAL: Despite the uniqueness of the role played by the Chief Marketing Officer, researchers are only beginning to lend insight into this increasingly important position, leaving practitioners to their own devices. To help fill this void, The Chief Marketing Officer Journal was created to accelerate the pace of theory development and critical discussion concerning all aspects of executive leadership within the marketing discipline. Submissions are peer reviewed by a distinguished panel of experts and selected for inclusion in the journal based on the importance of their contribution to marketing discipline, clarity, and suitability. The result is exclusive research and content unavailable from any other source. Contributors for Volume I include: David Court (McKinsey & Company), Jo Ann Herold (CMO, The HoneyBaked Ham Company), Phil Kotler (Northwestern University), Sergio Zyman (Former CMO, The Coca Cola Company) and many more. |
| allianz customer centricity solution: Customer Relationship Management Srivastava Mallika, With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the organization from the customer's perspective • Central role of customer related databases to successfully deliver CRM objectives • Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy |
| allianz customer centricity solution: Built to Innovate: Essential Practices to Wire Innovation into Your Company’s DNA Ben M. Bensaou, 2021-09-14 A Thinkers50 Best New Management Book for 2022 Launch your company to the top of its industry by driving and leveraging continuous innovation throughout your organization It’s no secret that continuous innovation is the key to seizing and maintaining the competitive edge in today’s increasingly challenging business environment. Unfortunately, the process for achieving this holy grail of business has been a mystery—until now. Built to Innovate delivers a proven system for building relentless innovation into your company’s DNA. Professor and former Dean of Executive Education at INSEAD and business innovation thought leader Ben M. Bensaou explores the essential practices of many of the world’s most innovative organizations―including BASF, AkzoNobel, Sabanci Group, Recruit Holdings, Ecocem, Starwood Hotels, Domino’s Pizza, Bayer, Marvel Studios, Allianz, and Fiskars―and demonstrates how you can leverage them in your own company. This practical guide shows how to: Build your execution and innovating engines Master the innovating perspective Launch the three processes of innovating Engage everyone in innovating Generate ideas from the front lines Empower coaches Create a culture of innovating Catalyze the innovating process Keep the ideas flowing You’ll learn how to drive innovating in product design and creative use of technology―as well as business activities, such as business model redesign, customer service, distribution, finance, talent development, and sales. The big question on the mind of every business leader today is: What can I do to create extra value for my company and the customers we serve? Built to Innovate provides everything you need to transform your organization into an innovating engine that continually produces new products and processes to generate enormous new value for you and for the customers you serve. |
| allianz customer centricity solution: Cyber Security Politics Myriam Dunn Cavelty, Andreas Wenger, 2022-02-15 This book examines new and challenging political aspects of cyber security and presents it as an issue defined by socio-technological uncertainty and political fragmentation. Structured along two broad themes and providing empirical examples for how socio-technical changes and political responses interact, the first part of the book looks at the current use of cyber space in conflictual settings, while the second focuses on political responses by state and non-state actors in an environment defined by uncertainties. Within this, it highlights four key debates that encapsulate the complexities and paradoxes of cyber security politics from a Western perspective – how much political influence states can achieve via cyber operations and what context factors condition the (limited) strategic utility of such operations; the role of emerging digital technologies and how the dynamics of the tech innovation process reinforce the fragmentation of the governance space; how states attempt to uphold stability in cyberspace and, more generally, in their strategic relations; and how the shared responsibility of state, economy, and society for cyber security continues to be re-negotiated in an increasingly trans-sectoral and transnational governance space. This book will be of much interest to students of cyber security, global governance, technology studies, and international relations. The Open Access version of this book, available at www.taylorfrancis.com, has been made available under a Creative Commons Attribution-Non Commercial-No Derivatives 4.0 license. |
| allianz customer centricity solution: Brand Relevance David A. Aaker, 2011-01-25 Branding guru Aaker shows how to eliminate the competition and become the lead brand in your market This ground-breaking book defines the concept of brand relevance using dozens of case studies-Prius, Whole Foods, Westin, iPad and more-and explains how brand relevance drives market dynamics, which generates opportunities for your brand and threats for the competition. Aaker reveals how these companies have made other brands in their categories irrelevant. Key points: When managing a new category of product, treat it as if it were a brand; By failing to produce what customers want or losing momentum and visibility, your brand becomes irrelevant; and create barriers to competitors by supporting innovation at every level of the organization. Using dozens of case studies, shows how to create or dominate new categories or subcategories, making competitors irrelevant Shows how to manage the new category or subcategory as if it were a brand and how to create barriers to competitors Describes the threat of becoming irrelevant by failing to make what customer are buying or losing energy David Aaker, the author of four brand books, has been called the father of branding This book offers insight for creating and/or owning a new business arena. Instead of being the best, the goal is to be the only brand around-making competitors irrelevant. |
| allianz customer centricity solution: Hidden in Plain Sight Erich Joachimsthaler, 2007-03-30 Companies must innovate to grow, but they often forget to look beyond their own brands. Take Sony, for example. Its success with consumer innovations like the Walkman blinded it to obvious changes in how, when, and where people wanted their music. Apple capitalized on those changes in demand with the iPod, providing a new way of listening to music and of managing one’s entire music library. This book explains how you can spot these opportunities that are hidden in plain sight. It introduces the demand-first innovation and growth model that will show you how to become an unbiased observer of people’s consumption and usage behaviors. Refining this skill helps companies generate organic growth through new products, services, solutions, and experiences that truly enhance peoples’ lives. Revealing the innovative processes of such organizations as BMW, Proctor and Gamble, GE Healthcare, and Frito-Lay, Hidden in Plain Sight offers you a new approach to identifying and executing your company’s growth strategy. |
| allianz customer centricity solution: The Business Year: Saudi Arabia 2020 , 2019-11-12 For the Saudi Arabia 2020 publication, our sixth annual edition on the Kingdom's economy, we placed heavy emphasis on technology and innovation as a catalyst for change, as well as the developments in the digital economy. Across numerous industries, technology is playing an increasingly greater role—as a global trend but no less true for Saudi Arabia, which has in recent years committed large-scale investment into digital transformation. The Business Year's country-specific publications, sometimes featuring over 150 face-to-face interviews, are among the most comprehensive annual economic publications available internationally. This 280-page publication covers finance, green economy, energy, water, industry, defense, transport, aviation, digital economy, real estate, construction, food, agriculture, health, education, entertainment, culture, and sports. |
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| allianz customer centricity solution: Plunkett's Banking, Mortgages & Credit Industry Almanac , 2010 |
| allianz customer centricity solution: Smart Customers, Stupid Companies Michael Hinshaw, Bruce Kasanoff, 2012 |
| allianz customer centricity solution: Beyond 2025 , 2020-03-13 【内容紹介】 本書は、あらゆる業種と規模の企業にビジネスソフトウェアを提供するグローバル企業であるSAPの現地法人・SAPジャパンの業界スペシャリスト19名が、世界および日本での先進的取り組みに着目し、それらの日本における適用を考察したものである。 また以下のように、地球から業界、企業、ビジネスモデル、人へという流れで紹介していく事例と分析からは、日本企業が生き残り、成長を続けるために必要とされる、2025年までに取り組むべきデジタルトランスフォーメーション(DX)の課題と解決策とを学ぶことができる。 【目次抜粋】 序章 改めて2025年を考察する 第1章 地球へのまなざし 第2章 トップランナーは業界を超えて 第3章 「透明性」という企業価値 第4章 進化としてのビジネスモデル創造 第5章 人が人らしくあるために |
| allianz customer centricity solution: CyRM David X Martin, 2021-04-11 Is your enterprise’s strategy for cybersecurity just crossing its fingers and hoping nothing bad ever happens? If so...you’re not alone. Getting cybersecurity right is all too often an afterthought for Fortune 500 firms, bolted on and hopefully creating a secure environment. We all know this approach doesn’t work, but what should a smart enterprise do to stay safe? Today, cybersecurity is no longer just a tech issue. In reality, it never was. It’s a management issue, a leadership issue, a strategy issue: It’s a must have right...a survival issue. Business leaders and IT managers alike need a new paradigm to work together and succeed. After years of distinguished work as a corporate executive, board member, author, consultant, and expert witness in the field of risk management and cybersecurity, David X Martin is THE pioneering thought leader in the new field of CyRMSM. Martin has created an entirely new paradigm that approaches security as a business problem and aligns it with business needs. He is the go-to guy on this vitally important issue. In this new book, Martin shares his experience and expertise to help you navigate today’s dangerous cybersecurity terrain, and take proactive steps to prepare your company—and yourself —to survive, thrive, and keep your data (and your reputation) secure. |
| allianz customer centricity solution: Customer Strategy - inkl. Arbeitshilfen online Phil Winters, 2016-04-06 Phil Winters beantwortet Fragen, die Ihnen u.a. zum Thema CRM und Customer Experience auf den Nägeln brennen: Wie spreche ich meine Kunden in einer immer unübersichtlicheren Marketingwelt effizient an? Wie kann ich Social Media und Trends wie Big Data zur Kundenpflege und Kundenbindung nutzen? Mit Hilfe der Customer IMPACT-Agenda entwickeln Sie alle Marketingaktivitäten konsequent aus der Kundenperspektive heraus. Inhalte: Neue Wege im Kundenmanagement mit der Customer IMPACT-Agenda. Verschiedene Methoden mit zahlreichen Beispielen aus der Praxis. Erfolgreiche Interaktion mit den Kunden durch Social Media und Big Data. CRM und Customer Experience Management in komplexen Entscheidungssituationen. Arbeitshilfen online: Video-Einführung. Arbeitsblätter. Übersichten. Power-Point-Präsentationen u.v.m. |
| allianz customer centricity solution: Managerial Dilemmas John Storey, Graeme Salaman, 2010-02-18 In the midst of the most severe recession for 80 years there is little need to argue that organizations are beset by dilemmas and paradoxes. Confidence in prevailing business models and in the underlying assumptions underpinning business decisions over many decades has now been shaken. But it is not enough to rail against arrogance and greed. Within their own (flawed) assumptions bankers and corporate leaders were acting rationally. A major reason for the failure to anticipate and warn is that observers of organizations usually tend to view organizations in terms similar to those employed by the people who run them: as rational, sensible and objective, whereas, in fact, they are usually confused and confusing, paradoxical and contradictory entities. Paradox is at the heart of how organizations work (or don’t work) yet the phenomenon has been strangely unstudied. In an age of crisis and uncertainty, dilemmas and paradoxes are especially evident and prevalent. The fascination and the promise of paradox is that there is also a sense that there is a hidden truth entwined within the opposites. This we contend is a challenge for leaders. The ultimate responsibility of leadership is to make sense of these and to handle them in a competent manner. This demands a new mode of leadership. The management of dilemma and paradox it is contended, the essence of leadership today. Paradoxical forces provide a dynamism which, although often experienced as potentially threatening, discomforting and negative can also be exciting, promising and positive. The assumption that organizations are rational entities is challenged every day in the work environment by a rich reality of asymmetries between conflicting forces, complexity, hidden intentions and paradoxes. Anyone wanting to understand the real forces that govern organizations should read this book. A must read for modern leaders who have the intellectual honesty to lead organisations with open eyes and not with the over simplifications and clichés of the past--Giovanni Ghisetti, Director Business Transformation, Coca Cola Enterprises Europe Storey and Salaman’s description of the paradoxes which characterise leadership today is hauntingly accurate. Their intelligent optimism that those dilemmas can be met is as encouraging as it is challenging for those of us who have to do just that. Having read the insights in this book I now understand how their business advice was always so pertinent.--Andy Street, Managing Director of John Lewis |
| allianz customer centricity solution: The 'Made in Germany' Champion Brands Ugesh A. Joseph, 2016-03-09 Germany’s economic miracle is a widely-known phenomenon, and the world-leading, innovative products and services associated with German companies are something that others seek to imitate. In The ’Made in Germany’Â’ Champion Brands, Ugesh A. Joseph provides an extensively researched, insightful look at over 200 of Germany’s best brands to see what they stand for, what has made them what they are today, and what might be transferable. The way Germany is branded as a nation carries across into the branding of its companies and services, particularly the global superstar brands - truly world-class in size, performance and reputation. Just as important are the medium-sized and small enterprises, known as the 'Mittelstand'. These innovative and successful enterprises from a wide range of industries and product / service categories are amongst the World market leaders in their own niche and play a huge part in making Germany what it is today. The book also focuses on German industrial entrepreneurship and a selection of innovative and emergent stars. All these companies are supported and encouraged by a sophisticated infrastructure of facilitators, influencers and enhancers - the research, industry, trade and standards organizations, the fairs and exhibitions and all the social and cultural factors that influence, enhance and add positive value to the country's image. Professionals or academics interested in business; entrepreneurship; branding and marketing; product or service development; international trade and business development policy, will find fascinating insights in this book; while those with an interest in Germany from emerging industrial economies will learn something of the secrets of German success. |
| allianz customer centricity solution: Handbook of Marketing Decision Models Berend Wierenga, 2008-09-05 Marketing models is a core component of the marketing discipline. The recent developments in marketing models have been incredibly fast with information technology (e.g., the Internet), online marketing (e-commerce) and customer relationship management (CRM) creating radical changes in the way companies interact with their customers. This has created completely new breeds of marketing models, but major progress has also taken place in existing types of marketing models. Handbook of Marketing Decision Models presents the state of the art in marketing decision models. The book deals with new modeling areas, such as customer relationship management, customer value and online marketing, as well as recent developments in other advertising, sales promotions, sales management, and competition are dealt with. New developments are in consumer decision models, models for return on marketing, marketing management support systems, and in special techniques such as time series and neural nets. |
| allianz customer centricity solution: The Ultimate Question Fred Reichheld, 2007-08 One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma. |
| allianz customer centricity solution: Business World , 2005 |
| allianz customer centricity solution: Mit dem digitalen Reifegradmodell zur digitalen Transformation der Verwaltung Birgit Schenk, Claudia Schneider, 2019-09-17 In diesem essential zeigen Birgit Schenk und Claudia Schneider praxisnah, wie das digitale Reifegradmodell auf dem Weg der digitalen Transformation einer Verwaltung verwendet werden kann. Dabei dient das Modell sowohl zur Bestimmung des Ausgangspunkts als auch zur ganzheitlichen Steuerung von strategischen Veränderungsprozessen. Anhand von Beispielen aus ausgewählten Kommunalverwaltungen stellen die Autorinnen das Modell vor und belegen, wie es damit gelingt, Strukturen und Geschäftsprozesse zu gestalten, die Organisationskultur zu entwickeln, das Lernen der Organisationsmitglieder zu organisieren und somit den Weg zur echten Smart City zu realisieren. |
| allianz customer centricity solution: Enterprise Integration Patterns Gregor Hohpe, 2003 |
| allianz customer centricity solution: Research and Practical Issues of Enterprise Information Systems A Min Tjoa, Li Da Xu, Maria Raffai, Niina Maarit Novak, 2016-11-17 This book constitutes the proceedings of the 10th International IFIP WG 8.9 Working Conference on Research and Practical Issues of Enterprise Information Systems, CONFENIS 2016, held in Vienna, Austria, in December 2016. The conference provided an international forum for the broader IFIP community to discuss the latest research findings in the area of EIS and specifically aimed at facilitating the exchange of ideas and advances on all aspects and developments of EIS. The 25 papers presented in this volume were carefully reviewed and selected from 63 submissions. They were organized in topical sections on: semantic concepts and open data; customer relationship management; security and privacy issues; advanced manufacturing and management aspects; business intelligence and big data; decision support in EIS; and EIS-practices. |
| allianz customer centricity solution: New Leadership in Strategy and Communication Nicole Pfeffermann, 2019-08-23 This contributed volume provides new approaches, fresh ideas, valuable insights, and latest research in leadership—from strategic business (model) innovation to system design and humanity—and is a knowledge source and inspirational guide for scientists and practitioners alike.A key theme is the provision of an integrated perspective on leadership in strategy and communication which allow (senior) leaders, managing di-rectors, project managers, and individuals to (1) better link strategic busi-ness innovation and leadership and (2) shift to the new human self-lead-ership paradigm and in particularly leadership advances that consider ideas from multiple disciplines and transgenerational views. That includes a new understanding about knowledge, learning and change and how leaders re-discover and develop their human abilities, which include intui-tion/strength, balance and clarity, projection-reflection, and wisdom.This volume also makes an important contribution to the evolving aca-demic domain by providing the latest insights on trauma research, DNA healing, system (re)design, and growth & abundance mindset in the ad-vanced co-creation age. |
| allianz customer centricity solution: Innovatives Dialogmarketing Vera Hermes, 2014-10-09 Lernen Sie von 25 ausgewiesenen Dialogmarketingprofis, wie Sie Mailings und Haushaltwerbung, Ihre Website, E-Mails, Apps sowie Social Media für innovative Kundendialoge nutzen können: von den unabdingbaren Erfolgsfaktoren bis zu ausgefeilten Kommunikationskonzepten. Nicht trocken-theoretisch, sondern handfest und praxisnah mit vielen Beispielen, Checklisten, Hinweisen zu crossmedialen Kombis und Tipps. Zwischen ausführlichen Beiträgen zu einzelnen Medien beleuchten Essays und Interviews das Thema noch einmal spannend aus anderer Perspektive. Inhalte: - Erfolgsfaktoren für innovative Kundendialoge über alle Kanäle. - Neue Strategien für höhere Response-Quoten. - Effektive Crossmedia-Kombinationen für mehr Werbeerfolg. - Wie Sie Big Data für wirksames Dialogmarketing nutzen. - Ausblick auf die spannende Zukunft des Dialogmarketings. |
| allianz customer centricity solution: The Imagination Machine Martin Reeves, Jack Fuller, 2021-06-08 A guide for mining the imagination to find powerful new ways to succeed. We need imagination now more than ever—to find new opportunities, rethink our businesses, and discover paths to growth. Yet too many companies have lost their ability to imagine. What is this mysterious capacity? How does imagination work? And how can organizations keep it alive and harness it in a systematic way? The Imagination Machine answers these questions and more. Drawing on the experience and insights of CEOs across several industries, as well as lessons from neuroscience, computer science, psychology, and philosophy, Martin Reeves of Boston Consulting Group's Henderson Institute and Jack Fuller, an expert in neuroscience, provide a fascinating look into the mechanics of imagination and lay out a process for creating ideas and bringing them to life: The Seduction: How to open yourself up to surprises The Idea: How to generate new ideas The Collision: How to rethink your idea based on real-world feedback The Epidemic: How to spread an evolving idea to others The New Ordinary: How to turn your novel idea into an accepted reality The Encore: How to repeat the process—again and again. Imagination is one of the least understood but most crucial ingredients of success. It's what makes the difference between an incremental change and the kinds of pivots and paradigm shifts that are essential to transformation—especially during a crisis. The Imagination Machine is the guide you need to demystify and operationalize this powerful human capacity, to inject new life into your company, and to head into unknown territory with the right tools at your disposal. |
| allianz customer centricity solution: The Persistence of Code in Game Engine Culture Eric Freedman, 2020-04-07 With its unique focus on video game engines, the data-driven architectures of game development and play, this innovative textbook examines the impact of software on everyday life and explores the rise of engine-driven culture. Through a series of case studies, Eric Freedman lays out a clear methodology for studying the game development pipeline, and uses the video game engine as a pathway for media scholars and practitioners to navigate the complex terrain of software practice. Examining several distinct software ecosystems that include the proprietary efforts of Amazon, Apple, Capcom, Epic Games and Unity Technologies, and the unique ways that game engines are used in non-game industries, Freedman illustrates why engines matter. The studies bind together designers and players, speak to the labors of the game industry, value the work of both global and regional developers, and establish critical connection points between software and society. Freedman has crafted a much-needed entry point for students new to code, and a research resource for scholars and teachers working in media industries, game development and new media. |
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