CRM Plan for Insurance Company

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For this final project you will be working as a consultant to develop a Customer Relationship Management plan for a small but growing Independent Insurance Agency that needs some assistance to identify new customers, retain customers and grow revenue. In order to prepare for developing the plan, you read the attached document: There is a sole owner of the three insurance offices in the Seattle area. There are 25 agents, marketing, accounting and other staff employed by the agency. The owner of the agency has asked you to prepare a plan, based upon your knowledge of CRM and new innovations in the field of social media and using the model of being customer-centric, addressing the following questions (two to three paragraphs for each, applying concepts from the past readings and illustrating your analysis and personal experience. Address the following:
1. Describe how using customer-centric practices and social media can help this company expand their customer base and improve the customer experience.
2. Define logical CRM goals for The Rock Insurance (Expanding customer base, application of social media tools, communication to community and improved customer experience).
3. Identify how The Rock can manage CRM security ensuring customer privacy.
4. Define how Big data might help The Rock (Social CRM textbook Chapters 22, 23). Identify and define Big data and how it can be used to help the Rock expand its customer base and improve customer experience. Integrate concepts from the readings.
5. Based upon what you have learned, how will the company measure the success of the Customer Relationship Management plan?
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