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Strategies for Insurance Agency Managers to Retain Customers and Improve Revenue

机译：保险代理机构经理留住客户并提高收入的策略

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摘要

The cost of creating new property and casualty insurance accounts is much greater than the costs associated with sustaining current accounts. Property and casualty insurance agency managers lack strategies to retain customers, the retention of whom has been found to improve revenue. The purpose of this qualitative case study was to explore strategies for insurance agency managers to retain customers and improve revenue. The population used for the study was 4 insurance agency managers in the Northeastern United States. The conceptual framework was customer relationship management, which is a technological and organizational mechanism for buffering market instability by understanding customer concerns. Three data collection methods were used: semistructured interviews, documentation review, and review of physical artifacts. The approach to data analysis was general inductive to allow codes to emerge from the raw data, one with qualitative software used to condense raw data into key themes. Five themes emerged in the study: customer relationship management, employee communication, customer satisfaction, influence of strategic planning, and competition. The study may contribute to social change by offering guidance to property and casualty insurance agency managers on business sustainability, which may result in improvements to the local economy through the provision of sustainable jobs to community members, increases in employee retention, and the offering of reliable services to customers.
机译：创建新的财产和伤亡保险帐户的成本远远大于维持经常帐相关的成本。财产保险公司的经理缺乏留住客户的策略，发现留住客户可以提高收入。该定性案例研究的目的是探索保险代理机构经理保留客户和提高收入的策略。该研究使用的人口是美国东北部的4名保险代理公司经理。概念框架是客户关系管理，它是一种技术和组织机制，可通过了解客户的担忧来缓冲市场的不稳定性。使用了三种数据收集方法：半结构化访谈，文档审查和对物理制品的审查。数据分析的方法是一般归纳的，以允许从原始数据中出现代码，其中一种带有用于将原始数据压缩为关键主题的定性软件。研究中出现了五个主题：客户关系管理，员工沟通，客户满意度，战略计划的影响和竞争。该研究可以通过向财产和意外保险机构经理提供有关业务可持续性的指导，从而为社会变革做出贡献，这可以通过向社区成员提供可持续工作，增加员工保留率以及提供可靠的服务来改善当地经济为客户服务。

著录项

  • 作者

    Jackson, Daniel L. M.;

  • 作者单位

    Walden University.;

  • 授予单位 Walden University.;
  • 学科 Management.;Business administration.;Marketing.
  • 学位 D.B.A.
  • 年度 2018
  • 页码 100 p.
  • 总页数 100
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 建筑科学;
  • 关键词

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