Documente Academic
Documente Profesional
Documente Cultură
CERTIFICATE
This is to certify that the project titled the role of integrates marketing
communications in life insurance is a bonafide work carried out by Anand singh
(Roll No.453) For ICICI PRUDENTIAL CO.LTD.. He is a student of Vishwakarma
Institute Of Management, Pune and has worked under our direction and guidance
.The project report is submitted in the partial fulfillment of Masters in Business
Administration course of University Of Pune for the academic year 2004-2006.
EXECUTIVE SUMMARY:
1
various promotional tools mixed in appropriate proportion and
integrated into a single marketing programme is supposed to give
an strategic advantage to the companies.
Objectives :
To find out the specific roles played by the various
constituents of integrated marketing communications.
To identify the most effective among the IMC
To identify the ineffectual constituents.
To suggest various ways of improving the IMC
Methodology
Initiation of project.
Study Design
Survey
Data Analysis
Recommendations.
2
Personal selling is very important in consumer decision
making
Sales literature gives credibility to company s promise
Telecalls play important part in fixing appointments
Internet marketing helps in maintaining CRM
Publicity increase awareness and inclination
3
INTRODUCTION
4
dependents have a security of fixed income even if the person is
not around.
As these days there are a number of companies both private and
public who are providing the service of insurance,so it becomes
essential foer a firm to distinguish their brand from its competitors
and also make people aware about their presence.Integrated
Marketing communications is one such tool by which a firm can
achieve the above objectives.Integrated Marketing
communications has gained popularity in recent years in order to
market a product especially in the highly competitive markets
such as that of India.
PROJECT INITIATION
5
UNDERSTANDING THE ORGANIZATION
COMPANY S PROFILE
ICICI Prudential's equity base stands at Rs. 9.25 billion with ICICI
6
Bank and Prudential plc holding 74% and 26% stake respectively.
In the financial year ended March 31, 2005, the company
garnered Rs 1584 crore of new business premium for a total sum
assured of Rs 13,780 crore and wrote nearly 615,000 policies.
The company has a network of about 56,000 advisors; as well as
7 bancassurance and 150 corporate agent tie-ups. For the past
four years, ICICI Prudential has retained its position as the No. 1
private life insurer in the country, with a wide range of flexible
products that meet the needs of the Indian customer at every step
in his life.
VISION
7
The success of the company will be founded in its unflinching
commitment to 5 core values -- Integrity, Customer First,
Boundaryless, Ownership and Passion. Each of the values
describe what the company stands for, the qualities of our people
and the way we work.
We do believe that we are on the threshold of an exciting new
opportunity, where we can play a significant role in redefining and
reshaping the sector. Given the quality of our parentage and the
commitment of our team, there are no limits to our growth.
8
areas could be weeded out as they unnecessarily consume useful
resources and the other important areas could be given a facelift,
such that upon their integration into a single marketing
programme they could become a lethal armory in the marketers
quiver.
9
find appropriate fits.In todays economy life insurance has come to
represent more than risk cover.The best selling insurance
products in the market has attractive investments and tax benefits
offer.
10
The Insurance Regulatory & Development Authority, an
autonomous insurance regulator set up in 2000, has extensive
powers to oversee the insurance business and regulate in a
manner that will safeguard the interests of the insured.
11
Some of popular plans are annuity, marriage endowment
plans, children plans etc.
Nowadays unit linked plans are in great demand which
includes the term insurance + investment plan.
Rider is a clause or condition that is added to a basic policy
and provides an additional benefit. Some of the riders ADBR,
CIR, WOPR.
The claims could be maturity claims, death claims, accidents
and disability benefits.
There are group insurances which provide cover to a large
number of individual under a single policy called master
policy .
Ombudsman resolve disputes between policy holders and
insurers.
Person who asks for policy is called proposer and the person
to whom death claimed is nominated by the proposer. Is
called nominee.
PROTECTION PLANS
SAVINGS PLAN
CHILD PLANS
INVESTMENT PLANS
RETIREMENT PLANS
GROUP PLANS
12
KEYMAN PLANS
13
14
Minimum age at entry 0 years
15
16
Minimum age at entry 0 years
17
RIDERS
Riders are options that allow one to enhance one s life cover,
qualitatively and quantitavely.They can be considered as toppings
that add value to the policies. They are optional and are available
in variety of flavors to be choosen based on one s preferences.
They are in addition to the policies bought and come at an extra
cost.
18
Integrated Marketing Communications
19
For many years the promotional function in most sectors was
dominated by mass media advertising. companies relied primarily
on their advertising agencies for their guidance in most areas of
their promotional activities. But in today s competitive generation
the need for a marketing programme which includes all relevant
areas of communication is being felt like never before.The
companies are anxious to find that which part of their marketing
communications programme is ineffectual so that they could
substitute them with other more effective means of
communication.
Marketers are adopting the IMC approach because they have
understood the strategic importance of integrating the various
communications functions rather them having them operate
autonomously. By coordinating their marketing efforts companies
can avoid duplication, take advantage of synergy among
promotional tools and develop more effective marketing
communications programme.
DEFINITION OF IMC ;
20
ROLE OF IMC:
DRIVERS OF IMC:
21
THE TOOLS OF IMC:
ADVERTISING
PERSONAL SELLING
SALES PROMOTION
DIRECT MARKETING
TELE MARKETING
INTERNET MARKETING
PUBLICITY/PUBLIC RELATIONS
22
ADVERTISING:
Advertising is defined as any paid form of non personal
communication about an organization, product, service, or idea by
an identified sponsor.
Its paid form because the space and time for the advertisements
are bought. Non personal because advertising is a tool of mass
communication and is aimed at larger audience, one to one
dialogue is absent in advertising.
Advertising are of many form:
Print advertising which includes advertisements in print
medium like newspapers, magazines etc.
Electronic medium includes broadcasting mediums like
television, radio etc.
Outdoor advertising like billboards, display signs etc.
Brochures and booklets.
23
Subhead: We cover you.
Client: ICICI
24
Headline: Beneath every wave, is an anchor.
25
Headline: On every long journey, there's a partner to keep it
safe.
26
PERSONAL SELLING:
is a form of person to person
communication which a seller attempts to assist or persuade
prospective buyers to purchase the company s product or service.
Personal selling involves direct contact with buyers and sellers.
Personal selling include
Sales presentations.
Sales meetings
Fairs and trade shows.
DIRECT MARKETING:
27
SALES BROCHURES:
Sales brochures contain the information about the product, the
terms and conditions, the various specifications about the
product. The sales literature is usually prepared by the technical
writers who try to give detailed information about the product and
at the same time try to maintain the presentations in an attractive
way so as to get attention of the customers.
28
29
30
31
32
33
34
35
36
37
38
39
OBJECTIVES
40
OBJECTIVES:
Objectives of study:
The research was carried out to accomplish the following
Objectives:
41
Research methodology:
Sampling
DATA COLLECTION
42
FIELD WORK PLAN
The field work was carried according to the sampling plan formed,
by visiting the policy holders at their respective homes or offices
as agreed upon the appointments.The main motive for these
visits was to get the questionnaire filled up which would give us
important data for our research purpose. The questionnaires are
either directly filled up by the respondents targeted.
LIMITATIONS
People happens to be a little hesitant in disclosing their financial
dealings with everyone,so at first they were little skeptic about
giving appointments on the issues of policies that they had
bought. But when I gave them the nature and importance of
research then they agreed to meet me.
43
ADVERTISEMENTS OF ICICI PRUDENTIAL PROVIDES
INFORMATION ABOUT COMPANY S BUSINESS.
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
66 20 0 7 7
70
60
50
No. of 40
Respondents 30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
7%
7%
0% Strongly Agree
20% Agree
neither agree nor disagree
Disagree
66% Strongly disagree
INTERPRETATION
Since 66% of the respondents strongly favour that the
advertisements of ICICI PRUDENTIAL provide information about
the company s business we can infer that the advertisements
plays a major role in informing the target customers about the
existence of company dealing in a particular business.
44
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION
Since the mean is 1.31 it is greater than 1 and is more inclined
towards 2 ,it means that the given statement is favourable.so it
can be safely be assumed that the advertisements of ICICI
PRUDENTIAL does inform people about the business it deals in.
45
PEOPLE AGREE TO MEET IPRU ADVISORS BECAUSE THEY
ARE AWARE ABOUT ICICI PRUDENTIAL FROM VARIOUS
ADVERTISEMENTS.
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
78 12 0 6 4
80
70
60
50
No. of
40
Respondents
30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
6%
0% 4%
12% Strongly Agree
Agree
Disagree
Strongly disagree
78%
INTERPRTATION:
Here the effectiveness of brand awareness could be seen the ads
have established ICICI prudential as a successful brand and
people have started associating I pru with life insurance which
46
earlier was considered to be a domain of LIC that is why 78% of
respondents strongly agree that they agreed to meet the advisors
because they were aware of ICICI prudential from various ads.
INTERPRTATION
Since the weighted mean is 1.54 so we can infer that the average
respondents feel that the advertisements work as a door opener
in life insurance industry.
47
ADVERTISEMENTS OF ICICI PRUDENTIAL CONVINCES
PEOPLE TO BUY POLICIES
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
1 3 0 7 89
90
80
70
60
No. of 50
Respondents 40
30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
3%
0%
1% 7%
Strongly Agree
Agree
Disagree
Strongly disagree
89%
48
INTERPRETATION:
Since 89% of the respondents strongly disagree that that
advertisements of ICICI PRUDENTIAL convinced them to buy
policy we can infer that advertisements does not sell policy.
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 1 2 2
agree 3 1 3
neither agree nor
disagree 0 0 0
disagree 7 -1 -7
strongly disagree 89 -2 -89
-91
INTERPRETATION
Since the weighted mean is -.91 ,that is it is closer to respondents
who disagree, so we can infer that this statement is not
favourable,the advertisements of ICICI PRUDENTIAL is not
enough to sell the policy.
49
ADVERTISEMENTS OF ICICI PRUDENTIAL GIVE
INFORMATION ABOUT THE PRODUCTS OFFERED
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
4 11 0 18 67
70
60
50
No. of 40
Respondents 30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
67%
Strongly Agree
Agree
Disagree
18% 4% Strongly disagree
0% 11%
INTERPRETATION :
since 67% of the respondents disagree that the advertisements
that advertisements provided them the product information we
can infer that the advertisements of ICICI PRUDENTIAL are not
enough to detail about the products offered by them
50
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 04 2 8
agree 11 1 11
neither agree nor
disagree 0 0 0
disagree 18 -1 -18
strongly disagree 67 -2 -134
total -133
INTERPRETATION:
Since the mean score is -1.33 ,it means that the respondents did
not favour the statement that the advertisements of icici prudential
provided them product information.
51
ADVISORS PROVIDE RELEVANT INFORMATION ABOUT
INSURANCE PRODUCTS
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
78 13 0 6 3
80
70
60
50
No. of
40
Respondents
30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
78%
Agree
INTERPRETATION :
since 78% strongly agree that the advisors provided them
information regarding we can infer that the advisors play
important role in explaining the insurance products to the
customers.
52
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION :
Since the average is 1.57 which shows that the statement is
favourable so we can infer that advisors play important role in
explaining the products to the prospects.
53
ADVISORS CONVINCE CUSTOMERS TO BUY POLICY
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
89 8 0 2 1
90
80
70
60
No. of 50
Respondents 40
30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
89%
Agree
INTERPRTATION :
Since 89% of the respondents strongly feel that without advisors
visiting them they may not have been convinced to buy policy, we
can infer that advisors play important role in convincing people to
buy the policy.
54
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION :
the average of 1.57 indicates that this is a very favourable
statement ,so we can say that advisors play important part in
convincing the prospects.
55
ADVISORS ARE AN INDISPENSIBLE PART IN CONSUMER
DECISION MAKING
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
56 22 0 11 11
60
50
40
No. of
30
Respondents
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
56%
Agree
INTERPRETATION
Since 56% of the respondents strongly agree that advisors where
indispensable in their decision making we can infer that advisors
play important play very important part in consumer decision
making in life insurance.
56
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 56 2 56
agree 22 1 22
neither agree nor
disagree 0 0 0
disagree 11 -1 -11
strongly disagree 11 -2 -22
total 45
INTERPRETATION :
This average weighted score suggests that this statement is very
favourable, so we can say that the advisors play an important part
in consumer decision making in life insurance.
57
ADVISORS MAKE THE CUSTOMERS FEEL THAT THEY ARE
OFFERING FINANCIAL SECURITY TO THEM AND THEIR
FAMILY.
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
46 12 0 38 4
50
40
No. of 30
Respondents 20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
INTERPRETATION :
Since 46% of the respondents strongly agree that the advisors
made them feel that they where offering financial security to them
and their family members, we can infer that advisors play an
important part in consumer decision making in life insurance
industry.
58
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 46 2 46
agree 12 1 12
neither agree nor
disagree 0 0 0
disagree 38 -1 -38
strongly disagree 4 -2 -8
total 12
INTERPRETATION :
The average weighted score of 1.2 indicates that this statement is
favourable,so we can infer that advisors do play important part in
consumer decision making in life insurance.
59
SALES BROUCHERS ARE EASY TO UNDERSTAND
neither
Strongly agree nor Strongly
Agree Agree dis agree Disagree disagree
10 11 0 10 69
70
60
50
No. of 40
Respondents 30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
10%
0% Agree
11%
neither agree nor dis
agree
10% 69% Disagree
Strongly disagree
INTERPRETATION :
60
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 10 2 20
agree 11 1 11
neither agree nor
disagree 0 0 0
disagree 10 -1 -10
strongly disagree 69 -2 -138
total -117
INTERPRETATION :
61
SALES BROCHURES GIVES CREDIBILITY TO
COMPANY S PROMISE
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
70 12 12 4 2
70
60
50
No. of 40
Respondents 30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
70%
Agree
INTERPRETATION:
Since 70% of the respondents strongly agree that the sales
brochure gives credibility to the company s promises we can infer
that the sales brochures play an important part in persuading
consumer to buy policy.
62
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION :
63
BROCHURES OF ICICI PRUDENTIAL ARE COMPREHANSIVE
IN CONTENT
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
36 24 0 28 12
40
35
30
No. of 25
20
Respondents
15
10
5
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
24% Agree
36%
0%
neither agree nor dis
agree
Disagree
12% 28%
Strongly disagree
INTERPRTATION:
Since 36% strongly agree and 24% agree that the product
brochures of icici prudential are comprehensive in content we can
infer that it answers that queries of the prospects and thus form
an important constituent in the marketing of policies.
64
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 36 2 72
agree 24 1 24
neither agree nor
disagree 0 0 0
disagree 28 -1 -28
strongly disagree 12 -2 -24
total 44
INTERPRETATION :
The average weighted score of .44 indicates that the statement is
favourable so we can infer that the sales brochures of ICICI
PRUDENTIAL are comprehensive in content.
65
BROCHURES ARE AN INDISPENSIBLE PART IN CONSUMER
DECESION MAKING IN LIFE INSURANCE
INDUSTRY
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
39 22 0 19 20
40
35
30
No. of 25
20
Respondents
15
10
5
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
22% Agree
39%
INTERPRETATION :
Since 39% of the respondents strongly agree that brochures were
an integral part in their decision making we can infer that sales
brochures plays an important role in selling the life insurance
policy
66
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 39 2 78
agree 22 1 22
neither agree nor
disagree 0 0 0
disagree 19 -1 -19
strongly disagree 20 -2 -40
total 41
INTERPRETATION :
The average weighted score of .41 indicates that the statement is
favourable so we can infer that the sales brochures of ICICI
PRUDENTIAL play a very important role in consumer decision
making.
67
APPOINTMENT OVER PHONE PRIOR TO SALES CALL IS
ESSENTIAL
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
82 10 0 6 2
100
80
No. of 60
Respondents 40
20
0
Strongly Agree neithr Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
82%
Agree
INTERPRETATION :
Since 82% of the respondents strongly agree that appointment
over phone prior to sales call is essential we can infer that phones
play very important role in fixing appointment in the life insurance
policy.
68
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION
The average weighted score of 1.64 indicates that the statement
is favourable so we can infer that the phones play very important
role in fixing appointment in life insurance.
69
PHONES COULD BE USED TO SELL POLICIES
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
1 2 0 20 77
80
70
60
50
No. of
40
Respondents
30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
77%
Agree
0%
INTERPRETATION :
Since 77% of the respondents strongly disagree that they would
buy policy over phone we can infer that phones cannot be used
to sell life insurance policies.
70
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 1 2 2
agree 2 1 2
neither agree nor
disagree 0 0 0
disagree 20 -1 -20
strongly disagree 77 -2 -154
total -170
INTERPRETATION
the average weighted score of -1.70 indicates that the statement
is not favourable so we can infer that the phones could not be
used to sell policies.
71
PHONES ARE THE BEST MEANS OF MAKING
APPOINTMENTS
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
64 13 11 7 5
70
60
50
No. of 40
Respondents 30
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
13% Agree
11%
neither agree nor
disagree
64%
Disagree
7%
5%
Strongly disagree
INTERPRETATION :
Since 64% of the respondents strongly agree that phones are the
best means of making appointments we can infer that phones can
play an important role in fixing appointment.
72
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION
the average weighted score of 1.35 indicates that the statement
is favourable so we can infer that the phones could play an
important role in fixing appointment.
73
THE CONTENTS OF POLICIES COULD BE EXPLAINED ON
THE EMAIL
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
7 11 17 23 42
50
40
No. of 30
Respondents 20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
23% Agree
42%
neither agree nor
disagree
Disagree
17%
11% 7%
Strongly disagree
INTERPRETATION :
Since 42% of the respondents strongly agree that the contents of
the policy could explained on the net w can infer that internet
cannot be used to sell policies.
74
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 7 2 14
agree 11 1 11
neither agree nor
disagree 17 0 0
disagree 21 -1 -21
strongly disagree 42 -2 -84
total -80
INTERPRETATION
the average weighted score of - .80 indicates that the statement is
not favourable so we can infer that internet cannot be used to sell
policies.
75
INDIAN CUSTOMERS WILL PREFER TO PAY PREMIUMS
OVER INTERNET
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
17 21 0 23 39
40
35
30
25
No. of
20
Respondents
15
10
5
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
23%
Agree
0% 39%
neither agree nor
disagree
21% Disagree
INTERPRETATION :
Since 39% of the respondents strongly disagree that the contents
of the policy could explained on the net we can infer that internet
cannot be used to collect premiums as for now..
76
Analysis on the attitude summation scale:
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 17 2 34
agree 21 1 21
neither agree nor
disagree 0 0 0
disagree 23 -1 -23
strongly disagree 39 -2 -78
total -46
INTERPRETATION
The average weighted score of - .46 indicates that the statement
is not favourable so we can infer that internet cannot be used to
collect premiums.
77
INTERNET IS A GOOD MEANS OF CHECKING POLICY
STATUS
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
86 8 0 4 2
100
80
No. of 60
Respondents 40
20
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
86% Agree
INTERPRETATION :
Since 86% of the respondents strongly agree that internet is a
good means of checking policy status we can infer that internet
could be used in updating customers with the policy detail.
78
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION
the average weighted score of 1.72 indicates that the statement
is favourable so we can infer that internet could be used to
update customers with their policy status.
79
INTERNET IS OF GREAT IMPORTANCE IN MAINTAINING
CRM
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
42 24 0 21 13
50
40
No. of 30
Respondents 20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
24% 0%
Agree
21%
neither agree nor
disagree
Disagree
13%
42%
Strongly disagree
INTERPRETATION :
Since 42% of the respondents strongly agree that internet is a
good means of maintaining CRM we can infer that internet could
be used in maintaing relations with the customers.
80
Analysis on the attitude summation scale :
Assigning numerical weights
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
strongly agree 42 2 84
agree 24 1 24
neither agree nor
disagree 0 0 0
disagree 21 -1 -21
strongly disagree 13 -2 -26
total 61
INTERPRETATION
the average weighted score of 0.61 indicates that the statement
is favourable so we can infer that internet could be used to
maintain relations with the customers.
81
THE NEWS OF ICICI PRUDENTIAL AS THE LEADING
PVT.LIFE INSURANCE COMPANY SUPPORTS ITS SALES
neither
Strongly agree nor Strongly
Agree Agree disagree Disagree disagree
53 30 0 6 1
60
50
40
No. of
30
Respondents
20
10
0
Strongly Agree neither Disagree Strongly
Agree agree nor disagree
disagree
Strongly Agree
Agree
33%
INTERPRETATION :
Since 59% of the respondents strongly agree that they bought
policy from ICICI PRUDENTIAL because it was the no.1 pvt.life
82
insurance company we can infer that the publicity of the company
boost its sales.
neither
agree
nor Strongly
Strongly Agree Agree disagree Disagree disagree
2 1 0 -1 -2
INTERPRETATION
The average weighted score of 1.21 indicates that the statement
is favorable so we can infer that the publicity of ICICI
PRUDENTIAL does boost its sales.
83
FINDINGS
PERSONAL SELLING
Provide relevant information about policies
Is very important in life insurance
It is important in consumer decision making
SALES LITERATURE
Sales literature gives credibility to company s promise
Sales literature helps in convincing customer
Sales literature provides comprehensive information about
ICICI PRUDENTIAL S products
DIRECT MARKETING
TELE MARKETING
Telecalls play important part in fixing appointments
Telecalls helps in knowing brief back ground of customers
INTERNET MARKETING
Internet marketing helps in maintaining CRM
Internet is useful to customers to get updated on their
policy status
PUBLICITY /PR
Publicity increase awareness and inclination
ICICI PRUDENTIAL in news favour the company sales
84
RECOMMENDATIONS
85
The company should initiate hassle free claim settlements
as this communicates to the consumers that the company
is prompt in keeping its promises and this influences
consumer decision making in a big way.
Providers Customers
Interactive Marketing
(Keeping Promises)
The three interlinked groups that work together to develop
promote and deliver services, should be put into effect in the life
insurance industry and could be best done while settling the
claims. The services providers who deal in interactive marketing
should get full backup while enabling the promises which were
made through external marketing. Thus the internal marketing
assumes a paramount importance in life insurance, and an
effective internal marketing communication would ensure that the
promises, which are made, are delivered and this in turn will
induce publicity.
86
CONCLUSIONS :
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