车险电销客户投保体验迫切改进点的数据挖掘

本文旨在从车险电话销售客户体验调研数据中寻找到车险电话销售客户投保体验的最迫切改进点，以期用较低的成本投入有效地提高车险电话销售成功率和产能。使用SPSS MODELER数据挖掘软件，遵从CRISP—DM数据挖掘方法论，对调研数据进行数据挖掘，得到车险电话销售客户体验最迫切的改进点，并相应提出改进的政策建议。政策建议包...

Data Mining in Improving Motor Insurance Telemarketing Customer Experience

This paper aims to locate the most imminent improvements to be made for enhancing motor insurance telemarketing customer experiences,and in return,improve the success rate and productivity for selling motor insurance through telemarketing with a relatively low cost.The paper used the SPSS MODELER software and followed CRISP-DM process in making the analysis,and on arriving at the conclusions of improvements to be made,it also proposed specific solutions.Its suggestions included running pilot programs of community marketing,trying out the customer referral model,forming good reputation by improving customer services,establishing an ongoing customer experience survey and optimizing questionnaires.Thus insurers could better avail themselves of data mining models to interpret customer’s experience with motor insurance telemarketing,and better support business development.