构建服务体系新能力，点燃高质量发展新引擎

Investment Rating - The report does not explicitly state an investment rating for the industry Core Insights - The insurance industry is transitioning towards a high-quality development model, emphasizing value and efficiency over mere scale growth. This shift is driven by regulatory changes and the need for companies to adapt to a new development environment [19][25][36] - The concept of "customer lifetime value" (CLV) is introduced as a new metric for guiding insurance companies in their transformation and operational strategies, focusing on long-term customer relationships and value creation [26][124] Summary by Sections 1. New Development Environment - The insurance industry must shift from a focus on speed and scale to one centered on value and efficiency, necessitating a refined approach to customer management and service delivery [25][36] - The regulatory framework is evolving, with a focus on strong supervision, risk prevention, and high-quality development as central tasks for the industry [19][36] 2. Service System as a New Capability - The report emphasizes the importance of developing a comprehensive "service system" that integrates various service elements to enhance customer experience and operational efficiency [22][61] - The service system should encompass four categories: policy services, ecosystem/value-added services, brand services, and product features, each playing a distinct role in the customer journey [48][75] 3. Application of Customer Lifetime Value - The report advocates for the application of CLV to refine the value presentation of insurance companies, focusing on understanding and meeting diverse customer needs [102][124] - Companies are encouraged to update their performance metrics based on CLV, assessing factors such as demand coverage and customer trust to enhance customer asset quality [129][130] 4. Becoming a "Good Company" in the New Environment - The report outlines the characteristics of a "good company" in the insurance sector, highlighting the importance of high operational efficiency and alignment with national development trends [134][135] - Companies should leverage their service systems to create marketing scenarios that effectively integrate service resources, products, and customer engagement strategies [138]