Analyzing of Customer Knowledge Management and Customer Interaction Management in CRM in Insurance Industry of Iran (Case Study:Iran, Asia, Alborz,Dana and Parsian Insurance co.)

Please enable javascript in your browser.

Esmaeilifar, Behzad | 2014

556 Viewed

Type of Document: M.Sc. Thesis
Language: Farsi
Document No: 46394 (44)
University: Sharif University of Technology
Department: Management and Economics
Advisor(s): Najmi, Manoochehr; Mazloomi, Nader
Abstract:
This research is conducted aiming to analyze the Customer Knowledge Management and Customer Interaction Management in CRM in Iran Insurance Industry. Cheng and Yang Model was utilized for analyzing the two aforementioned parameters. The current research is descriptive and survey was conducted for data gathering. The research population involves 80 employees working in Technical and Marketing segments of the 5 insurance companies (Iran, Asia, Alborz, Dana, Parsian). The dependent parameter is Customer Interaction Management and the independent parameter is Customer Knowledge Management. The data collected from conducting the survey is analyzed by LISREL software and with Structural Equation Model Test. The result reveals that Customer Knowledge Management has positive and powerful effect on Customer Interaction Management. Suggestions and recommendation are proposed at the end of this paper for improving Customer Knowledge Management and Customer Interaction Management in Iran insurance Industry
Keywords:
Customer Relationship Management ; Consumer Knowledge Management ; Insurance Industry ; Customer Interaction Management

No TOC