Consumer satisfaction is becoming the main area of attention which resulted a very new concept called ¿CRM¿ (Customer Relation Management) CRM is an interactive process that turns customer information into positive customer relationship.In the present economic and social scenario the subject of customer protection is of vital concern and important for citizen of the country.Therefore need of consumer protection was felt. The Consumer Protection Act 1986 was passed by the government of India to provide better protection of the interests of consumer and for redressal of their grievances. The Act is a milestone in the history of socio-economic legislation in the country.LIC of India is very much concerned and bother about the consumer satisfaction and customer relation management.In this project the working of the LIC, its judicial rulings and judicial judgments in which working of LIC is reflected has been taken up and it has been studied up to the what extent LIC in concerned and bother about CRM and consumer satisfaction.Model and suggestions have also been provided.

Dr Akshay Kumar Pandey is Ph.D in Management.He is presently working with Life Insurance Corporation of India as Assistant Administrative Officer.The author is MBA, M.Com., LL.b.and M.A. in Hindi language. He is Associate of Insurance Institute of India.The author has many publications in various newspapers.