Analytical customer relationship management in insurance industry using data mining: a case study of Indian insurance company
by Vishal Bhatnagar; Jayanthi Ranjan; Raghuvir Singh
International Journal of Networking and Virtual Organisations (IJNVO), Vol. 9, No. 4, 2011

Abstract: The insurance organisations have strong customer base with vast amount of data which is very difficult to manage in terms of finding unknown and hidden patterns from it. The growing demand of information which will provide assistance to decision makers in building a strong customer base and good image in customers mind is guiding a path towards extensive usage of analytical tools for revealing hidden information's. The data mining (DM) has emerged as such tool that provide hidden information's and patterns from customer data, and thus helps in organisation's achieve an information's which will provide customer satisfaction and increase customer base. The stiff competitions in insurance sector also demand that organisations should have cutting edge over their competitors. These requires the in depth analysis of the customer data using DM tools. We authors through this paper highlighted the importance and significance of DM techniques and tools in managing customer relationship management (CRM) by finding the hidden and unknown information from the real case data of insurance company. We had analysed through our research customer's satisfaction level, churners and non-churners and much other information's which will increase the profitability of the organisation and will provide customer satisfaction.

Online publication date: Sat, 21-Feb-2015

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Networking and Virtual Organisations (IJNVO):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email