Asian Journal of Research in Business Economics and Management
Year : 2012, Volume : 2, Issue : 10
First page : ( 82) Last page : ( 94)
Print ISSN : 0000-0000. Online ISSN : 2249-7307.

Customer knowledge management in life insurance sector

Jedda Ramesh

Lecturer in Management, St. Joseph's P.G. College, Andhra Pradesh, India.

Online published on 6 October, 2012.

Abstract

Today's dynamic environment has created an abstract life to the customers’ right from product selection to purchase and using of services. The change management strategies adopted by the companies have not made significant impression in creating knowledge to the customers about a particular product or services. In view of these aspects, the present paper focuses on customer knowledge management (CKM) issues with reference to the life insurance sector. In this paper an attempt is made for understanding the CKM model and the need for customer knowledge management issues especially for life insurance products, the strategies adopted by the companies in providing the knowledge to its customers and the problems and remedies with reference to CKM adopted by the life insurance companies. The study is based on primary and secondary sources collected from the representatives of select companies and as well as from the customers.

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Keywords

CRM, CKM, KM, SCA.

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