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CONTRIBUTIONS OF THE THESIS
Thesis topic: Customer relationship management in motor vehicle physical insurance

business in Vietnamese non-life insurance companies
Major: Business Administration (Marketing)

Major Code: 62.34.01.02

Research Student: Nguyen Hoai Long

Student code: NCS29.41MA

Supervisor:

1. Nguyen Van Thuong Professor, Ph.D.
2. Vu Huy Thong Associate Professor, Ph.D.

The new contributions of thesis:
The new contributions about academic and theoretical aspect

 Detecting the desired level of customer about customer relationship
management in motor vehicle physical insurance business of Vietnamese
non-life companies on the group of factors: the quality of information that
customer received before insuring, the quality of implementation of the
commitments of the insurance company, support activities and regular
customer care, the quality of activities of insurance company when
incurred loss, the quality of the insurance company's personnel (compare
to group of customers that incurred loss and the one that have never
incurred loss).
 Detecting some behaviour characteristics of customer participated
motor vehicle physical insurance: the passive of the insured, the level of

preference about contact methods to insure, the factors governing the
decision to purchase insurance and the choice of transacting to enterprises/
mining employee insurance.
 Detecting the biggest dominant factor for decision of renewal the motor vehicle
physical insurance contract of Vietnamese customer: the commitments of the
insurance company.

The new proposals have withdrawaled from the study result:

 Pointing out the reality in awaring of managers and staffs in Vietnamese non-life
insurance companies about CRM: incorrect and incomplete.
 Pointing out the reality of implementing the CRM activities in motor vehicle
physical insurance business in Vietnamese non-life insurance companies:
there is no clear strategy, operation of customer relationship management is done
scatteredly in different parts, lack of cohesion between departments and units in
the implementation of customer relationship management.
 The strategy of customer relationship management in motor vehicle physical
insurance business in Vietnamese non-life insurance companies: commit
and make the commitment of individualized value to each customer.
 The solutions of customer relationship management in motor vehicle
physical insurance business in Vietnamese non-life insurance companies
includes the contents: building, management and exploitation of the
customer database system, customer portfolio management; creating
experience for customer, creating value for customer, customer lifecycle
management.