Customer knowledge management in life insurance sector

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.