Aims:The purpose of this study was to draw the attention of insurance practitioners in Nigeria to interrelationships that exist among CRM, customer retention and value creation. For this purpose, researchers have evaluated the relationship that exist between CRM and customer retention; and also ascertained if value creation was in any way extended to insuring populace in Nigeria. Study design: The study employed cross-sectional survey designPlace and duration of study: Study was conducted in Lagos metropolis. Duration of study was from October, 2012 to February, 2013. Methodology:The research was started with literature survey. The study employed stratified random sampling technique and thus, gathered data through the use of structured questionnaire. The sample population consisted of 58 respondents made up of marketing managers and underwriting managers drawn from 35 insurance companies which were randomly selected from the directory of member companies. The statistical instruments employed for this study were Simple linear regression and Kolmogorov-smirnov test. Two hypotheses were tested in this study. Results:The study found that CRM positively influences customer retention in the Nigeria's Insurance Industry, and thus helps create values for insuring populace in Nigeria.

This study was designed with the aim to investigate the implementation of electronic payment systems in the service delivery of various insurance companies operating in Nigeria. To this end, the researchers have been able to assess if electronic payment systems have improved service delivery of insurance companies in Nigeria, and thus ascertained its acceptance level within the Nigeria’s insurance business environment. The study employed a cross-sectional type of survey design. The study commenced with the gathering of relevant literature. More so, a simple random technique was employed and relevant data were gathered through the use of structured questionnaire. The sample population consisted of 79 respondents made up of some members of staff drawn from 32 insurance companies which were selected from the directory of member companies. The major statistical technique employed for this study was a Kolmogorov-Smirnov test. Two hypotheses were tested in this study. The hypotheses tested in the study found that electronic payment systems have improved service delivery of insurance companies in Nigeria but yet to be fully accepted within the Nigeria’s insurance market space. The study confirms the significant influence of electronic payment system in the service delivery of insurance companies Nigeria. The study recommends that continuous investment in technology is imperatively crucial to allow for cordial business relationship among all players in the Nigerian insurance market environment. Also, greater attention should be placed on customers’ education and engagement in the use of electronic payment systems to enhance business transactions, and Government initiative towards cashless policy should be made feasible by continuously encouraging members of the public towards transacting business electronically.

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