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The project Customer Relationship Management is an important strategy in the life insurance industry for building strong and long-term with customers.This project focuses on the CRM practices of Kotak Mahindra Life Insurance Company Limited and examines how the company uses CRM systems and digital tools to improve customer service and satisfaction.Kotak Life uses modern CRM platforms and digital communication channels such as WhatsApp to manage customer information, respond to customer queries, and provide personalized services.The study shows that effective CRM implementation at Kotak Life has helped increase customer engagement, improve service efficiency, and enhance customer loyalty.Overall, the project highlights the role of CRM in supporting business growth and maintaining competitiveness in the life insurance sector.
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Chandraprabha et al. (2026) studied this question.
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