SCHEDULE

CUSTOMER RELATIONSHIP MANAGEMENT IN INSURANCE SECTOR

Name of organization :

Address :

Name of the Contact person :

1. Has your organization implemented any CRM project(s)? Yes No

If you answered Yes, please indicate the your preferences in following questionnaire.

1-To study the cost benefit analysis for the CRM implementation

. Highly disagree Disagree Neutral Agree Highly agree

1 2 3 4 5

1(a) CRM increased the organization‘s profitability 1 2 3 4 5

1(b) CRM helped the organization to gain a competitive edge 1 2 3 4 5

1(c) CRM helped to decrease operational costs 1 2 3 4 5

1(d) CRM enabled the organization to gain access to new customer 1 2 3 4 5

channels because of better customer understanding

1(e) CRMl shortened the organization‘s 1 2 3 4 5

customer support & service cycle

1(f). CRM enabled the organization to handle more complex customer 1 2 3 4 5

relationships

1(g) CRM enabled the organization to increase customer loyalty 1 2 3 4 5

1(h) CRM increased the organization‘s employees productivity 1 2 3 4 5

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 2-To study the effectiveness of CRM in insurance sector.

Highly disagree Disagree Neutral Agree Highly agree

1 2 3 4 5

2(a) The organization possesses a good information system infrastructure1 2 3 4 5

2(b) The organization possesses a good telecommunications infrastructure 1 2 3 4 5

2(c)The organization‘s information system are integrated across several 1 2 3 4 5

functional areas.

2(d) The organization possesses the necessary infrastructure to capture 1 2 3 4 5

customer data from all customer interaction points

2(e) The organization has the ability to consolidate all acquired customer-1 2 3 4 5

related data in a centralized database

2(f) Data sharing technologies to enable data access between information 1 2 3 4 5

system are available

2(g) Top management‘s contact with the executive sponsor(s) on CRM related 1 2 3 4

5 issues is frequent

2(h) CRM is regarded as a high priority by top management 1 2 3 4 5

2(i) The executive sponsor(s) are regularly involved throughout the CRM1 2 3 4 5

project

2(j) Top management perceives CRM to be part of the organization‘s vision 1 2 3 4

204