Customer Knowledge Management Maturity Model for insurance sector
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2016, Vol 10, Issue 7
Abstract
The aim of this paper is to develop a model for identifying the status of customer knowledge management (CKM) in insurance organizations. In this paper, the customer processes in insurance companies identified through interview with several insurance experts. Then we customized the existing CKM maturity model (CKMMM) for insurance industry by integrating the customer processes with the CKMMM. Also a tool was designed based on the created model for measuring CKM maturity in insurance sector. Running the developed model in 10 insurance companies, it was found that most of them were in level 1 or 2 of maturity. We described one of them as an example to show the usage of the model. The proposed model along with its relevant tool helps insurance managers to assess the current maturity of their CKM and take suitable required actions by considering the potential of future growth and moving toward desired status. Moreover, single linear regression was applied for studying the relationship between CKM maturity level and market share. Results confirmed the existence of a correlation between CKM maturity level and market share, thus encouraging for more research about CKM implementation in insurance sector.
Authors and Affiliations
Mina Ranjbarfard| Assistant professor of Alzahra University in the management department. email: mina.ranjbar.ie @gmail.com
Keywords
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