Reengineering selling chain in Korean insurance industry: opportunities and challenges

Author

Kim, Gyeung-Min

Author_Institution

Manage. Inf. Syst., Ewha Womans Univ., South Korea

fYear

2002

fDate

7-10 Jan. 2002

Firstpage

3299

Lastpage

3306

Abstract

Customer relationship management (CRM) practice involves reengineering of various customer-related processes. The objective of this study is to understand how the CRM system enables the business to transform its processes, especially the selling chain, into customer-centric ones. This study identifies opportunities and barriers to selling chain reengineering in the Korean insurance industry. The Korean insurance company has a unique structure composed of traveling sales people. Many of the sales are done by visiting potential customers based on personal relationships. The Korean insurance industry is facing deregulation in 2004. The uniqueness of organizational characteristics and sale culture as well as the industry future presents unique challenges and opportunities of selling chain reengineering. This study uses multiple case studies.

Keywords

insurance data processing; management of change; marketing data processing; sales management; systems re-engineering; Korean insurance industry; customer relationship management; customer-centric processes; deregulation; selling chain reengineering; Business process re-engineering; Companies; Customer relationship management; Delay; Educational institutions; Industrial relations; Insurance; Management information systems; Marketing and sales; Productivity;

fLanguage

English

Publisher

ieee

Conference_Titel

System Sciences, 2002. HICSS. Proceedings of the 35th Annual Hawaii International Conference on

Print_ISBN

0-7695-1435-9

Type

conf

DOI

10.1109/HICSS.2002.994410

Filename

994410