Customer relationship management (CRM), a primary activity in the business value chain to relate to the customer, involves solicitation, analysis, and the use of the knowledge about the customer to provide goods and services through effective and efficient methods. It is a wise strategy and source of competitive advantage for customer behavior understanding and business performance management. The use of information technology (IT) in CRM allows companies to simplify their processes, to integrate product or service related decision making with the business strategies, and to optimize their operations by embracing analytical techniques. The insurance industry is facing unprecedented challenges and decisions in this data-driven business paradigm. It is a strategic necessity for customer-centric insurers to utilize emerging IT capability to support interactions between customers and business operations. The research in the dissertation seeks to provide insights into the application of early technology innovation and data-driven strategies by investigating the following two groups of CRM technology issues: technology adoption and data-driven technology application. Through three essays, the dissertation explores the use of information technology and data analytical tools to provide insight into how automobile insurance companies make decisions regarding their relationships with their customers. The results from these studies provide a framework for managers to devise effective approaches to enhancing the performance of their business.
| Identifer | oai:union.ndltd.org:unt.edu/info:ark/67531/metadc1538717 |
| Date | 08 1900 |
| Creators | Tian, Xiaoguang |
| Contributors | Pavur, Robert, Hassanmirzaei, Foad, Tarakci, Hakan, Torres, Russell |
| Publisher | University of North Texas |
| Source Sets | University of North Texas |
| Language | English |
| Detected Language | English |
| Type | Thesis or Dissertation |
| Format | vii, 92 pages, Text |
| Rights | Public, Tian, Xiaoguang, Copyright, Copyright is held by the author, unless otherwise noted. All rights Reserved. |
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