江海证券有限公司客户关系管理研究

发布时间：2018-04-15 01:28

本文选题：江海证券有限公司 + 客户关系管理　；参考：《黑龙江大学》2012年硕士论文

【摘要】：过去的十年间,国内经济持续快速健康发展、对外开放程度不断提高。证券业已同银行业、保险业一样,成为资本市场中不可或缺的一个组成部分,其行业影响力也在逐年提升,但同时行业竞争也在逐渐加剧。所以,国内多数证券公司都把客户服务作为维护现有客户关系并持续发展新客户的基础性工作,能否有效地实施客户关系管理系统(CRW)则成为行业竞争成败的关键环节。本文以江海证券有限公司目前运行中的客户关系管理系统为研究对象。首先介绍了选题背景、研究的目的和意义及研究的思路与框架；接着介绍了相关理论研究方法、国内外研究现状和目前国内证券公司普遍采用的客户关系管理体系特点等内容；在借鉴和参考国内外知名公司和跨国企业在实施客户关系管理中摸索出的先进理念和管理方法的基础上,系统论述了客户关系管理理论对于证券公司在提升行业竞争中所起到的关键作用；然后运用从一般到特殊的归纳法,从江海证券有限公司实际情况出发,介绍江海证券有限公司基本情况的同时分析了现行的客户关系管理系统,找到了现行客户关系管理系统在实际应用中存在的问题并加以剖析；之后提出改进现有客户关系管理系统的应对措施及解决方案,并对完善后的客户关系管理系统在运行中可能出现的问题进行了全面的系统分析并加以论述,为应对未来市场竞争中可能出现的问题指明了方向。
[Abstract]:In the past ten years, the domestic economy has been developing rapidly and healthily, and the degree of opening to the outside world has been increasing.The securities industry, like the banking and insurance industry, has become an indispensable part of the capital market, its industry influence is also increasing year by year, but the industry competition is also gradually intensified.Therefore, most domestic securities companies regard customer service as the basic work to maintain the existing customer relationship and continuously develop new customers. Whether the CRM system can be implemented effectively becomes the key link of the success or failure of the industry competition.In this paper, Jianghai Securities Co., Ltd. is currently in operation of customer relationship management system as the research object.Firstly, it introduces the background, the purpose and significance of the research, and the research ideas and framework, then introduces the relevant theoretical research methods, the current research situation at home and abroad and the characteristics of the customer relationship management system commonly used by domestic securities companies, and so on.On the basis of drawing lessons from and referring to the advanced concepts and management methods of domestic and foreign well-known companies and multinational enterprises in the implementation of customer relationship management,This paper systematically discusses the key role of customer relationship management theory for securities companies in promoting competition in the industry, and then proceeds from the actual situation of Jianghai Securities Co., Ltd by using the inductive method from general to special.This paper introduces the basic situation of Jianghai Securities Co., Ltd., analyzes the current customer relationship management system at the same time, finds out the problems existing in the practical application of the current customer relationship management system and analyzes it.Then put forward the countermeasures and solutions to improve the existing customer relationship management system, and analyze and discuss the possible problems in the operation of the improved customer relationship management system.In order to deal with the future market competition may appear in the direction of pointing out the direction.
【学位授予单位】：黑龙江大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F832.39

【参考文献】