Archives of Current Research International

This study examines insurance employees’ perceptions of the benefits, functional uses, and adoption patterns of Customer Relationship Management (CRM) systems. A quantitative survey was conducted among 175 employees of public and private insurance companies in Karnataka, India, using a structured five-point Likert-scale questionnaire. Descriptive statistics were used to assess perceived CRM benefits, while chi-square tests and Fisher’s exact test examined associations between gender and selected CRM functionalities. Cross-tabulations were also used to compare the adoption of CRM models across geographical locations and marital-status groups. Automating everyday tasks and improving sales performance received the highest mean ratings (2.8571 each), whereas customer satisfaction received the lowest mean rating (1.9657). Significant gender-based associations were identified for call, email, and meeting history, accounting software, sales tracking, and calendar and scheduling functions. No statistically significant gender-based associations were observed for marketing results, customer-profile handling, or reporting. The adoption patterns of the IDIC, QCI, CRM Value Chain, and Payne’s Five Forces Process models varied across the geographical and marital-status categories represented in the sample. Overall, employees perceived CRM as more beneficial for operational efficiency and sales-related activities than for customer-satisfaction outcomes. The findings indicate that insurance companies should consider workforce characteristics, regional conditions, and employee training when implementing CRM systems. Because the study used convenience sampling and self-reported perceptions, the results should be interpreted as evidence of perceived CRM usefulness rather than causal organisational impact.