期刊名称：International Journal of Computer Science & Technology
印刷版ISSN：2229-4333
电子版ISSN：0976-8491
出版年度：2016
卷号：6
期号：1
页码：13-17
语种：English
出版社：Ayushmaan Technologies
摘要：With Privatization and Globalization wave, Indian Insurance Industry has seen a drastic change in terms of better products and services as the Indian customer has become more intelligent and careful in choosing the desired health products at best prices from desired health insurer. CRM technology helps in retaining the customer and reducing overall cost and time of both insured and insurer. CRM with technology has proved to provide better services and products to customers. The paper aims to make a comparative analysis of Indian Health Insurance Companies which are using CRM software/database. The comparative analysis of strategies is based on Customer Relationship Management(CRM) policies, usage and impact on overall organizational performance with respect to profitability, providing services and commitments, maintaining contacts, providing customer satisfaction and thus gaining loyal customers. The results revealed that though both public and private sector companies work on CRM policies, but the companies those have incorporated CRM software in the working system has benefitted more as compared to companies which are not using any such software or database to maintain their customer base. It was found that private sector companies are more concentrating on E-CRM than public insurance companies, and hence they have maintained and focused on large number of customers, have reduced cost, gained market share and thus they are overall profitable.
