PAP分公司客户关系管理方案研究
发布时间：2018-08-05 19:44
【摘要】：随着近几年国家对居民消费的政策倾斜,越来越多的企业开始进入消费性小额贷款行业,新竞争者的进入造成了小额贷款行业的竞争加剧,由央行发布的2016年小额贷款公司统计数据报告可知,截至2016年末,全国共有小额贷款公司8673家,较2015年末减少237家。贷款余额9273亿元,人民币贷款减少131亿元。在这种行业背景下,作为一家拥有优秀的风险控制技术、专业的业务知识、强大的资金支持的PAP企业来说,下一步应该建立一套可执行的客户关系管理方案,对公司客户进行科学、规范的管理。本文的目的是通过对PAP企业的一家分公司客户关系管理流程方案的研究,基于PAP分公司建立起一套科学的客户关系管理方案,通过PAP分公司的执行和检验,为全国其他分公司提供一个可参考的客户关系管理方案,为PAP企业下一步发展客户关系管理业务提供借鉴。在研究的过程中,本文以这家分公司为研究对象,通过对这家分公司现有的客户关系管理中存在的问题进行分析和研究,根据营销学和管理学中的相关理论依据,针对PAP分公司现存的问题提出可执行的解决对策和建议,对客户关系管理流程和解决对策进行整理,初步建立一套科学的且简易的客户关系管理方案,由该方案对PAP分公司的客户开发、客户管理和客户维护等流程进行规定。同时通过简易的客户关系管理方案对PAP分公司的员工进行培训。最终方案由分公司的客户经理执行,管理人员对方案的执行情况进行监督,使PAP分公司实现制度化、规范化、科学化的客户关系管理。本文一共分为五章,第一章主要将PAP分公司客户关系管理的研究背景、研究意义、研究目的等内容进行阐述。第二章主要将有关于客户关系管理的理论进行陈述、总结和归纳,在此基础上,将能用于本文的理论进行提取,为后面的客户关系管理流程方案的构建提供理论依据。第三章主要是对PAP分公司的客户关系管理现状进行分析,首先对PAP分公司进行简单介绍,然后采用客户特征分析、客户满意度分析、客户忠诚现状分析、客户现状分析等方法对分公司现有的客户关系管理工作进行描述。利用调查问卷的方法,从客户经理的角度对分公司现行的客户关系管理存在的问题进行统计和分析,在上述的分析过程中会结合客户经理的实际经验进行分析。在本章的最后会提出分公司的客户关系管理中存在的问题。第四章是本文的重要章节,重点对客户关系管理方案的思路和框架进行梳理,然后依据第二章所总结的理论及PAP分公司客户关系管理工作中问题的解决方法建立起一个适用于PAP分公司实际情况的客户关系管理方案。第五章主要是对方案的实施过程中需要采取的措施以及方案实施过程中可能存在的问题进行阐述。本文通过理论结合实践的方式对分公司客户关系管理方案进行研究,并在文中提出一些客户关系管理方案的建议和对策,希望能对PAP总公司在今后发展客户关系管理的时候有一定参考和借鉴意义,也希望能对小额贷款行业做出点滴贡献。
[Abstract]:With the policy of the country's consumption in recent years, more and more enterprises have begun to enter the consumer small loan industry. The entry of new competitors has caused the competition in the small loan industry. According to the statistical data of the small loan company issued by the central bank in 2016, there are 8673 small loan companies in the whole country by the end of 2016. Less than 237 at the end of 2015. The loan balance was 927 billion 300 million yuan, and the RMB loans were reduced by 13 billion 100 million yuan. In this industry, the next step, as a PAP enterprise with excellent risk control technology, professional business knowledge and strong financial support, should establish a set of executable customer relationship management plans for the company's customers. The purpose of this paper is to establish a set of scientific customer relationship management scheme based on PAP branch and to provide a referable customer relationship management scheme for other branches of the country through the research on the customer relationship management process plan of a branch of PAP company and the PAP branch. The purpose of this paper is to provide a referable customer relationship management scheme for other branches of the country, for PA In the process of research, this paper takes this branch of P as the research object, analyzes and studies the existing problems in the existing customer relationship management in this branch, according to the theoretical basis of marketing and management, and aims at the existing problems of the PAP branch. Put forward the executable solutions and suggestions, collate the customer relationship management process and solution, initially set up a set of scientific and simple customer relationship management scheme, which are determined by the scheme to the customer development, customer management and customer maintenance of PAP branch. The employees of PAP branch are trained. The final plan is carried out by the customer manager of the sub company. The manager supervises the implementation of the plan, and makes the PAP branch realize the institutionalized, standardized and scientific customer relationship management. This article is divided into five chapters. The first chapter mainly focuses on the research background and research meaning of the customer relationship management of the PAP branch. In the second chapter, the theory of customer relationship management is stated, summarized and summarized. On this basis, it will be used to extract the theory of this paper, and provide theoretical basis for the construction of customer relationship management process plan. The third chapter is mainly to the customer relationship management of PAP branch. The present situation is analyzed. First, the PAP branch is briefly introduced. Then, the existing customer relationship management work is described by customer characteristics analysis, customer satisfaction analysis, customer loyalty status analysis, customer status analysis and other methods. The problems in customer relationship management are analyzed and analyzed. In the process of the analysis, the actual experience of the customer manager will be analyzed. At the end of this chapter, the problems existing in the management of the customer relationship in the sub company are put forward. The fourth chapter is an important chapter of this article, focusing on the thinking and framework of the customer relationship management scheme. Then, according to the theory summed up in the second chapter and the solutions to the problems in the customer relationship management of the PAP branch, a customer relationship management scheme is set up to apply to the actual situation of the PAP branch. The fifth chapter is mainly the measures to be taken in the implementation of the scheme and the possible problems in the implementation of the scheme. This paper studies the customer relationship management scheme of the sub company through the combination of theory and practice, and puts forward some suggestions and Countermeasures in this paper, hoping to have some reference and reference for PAP general company in the future development of customer relationship management, and also hope that it can be used in the small loan industry. Make a bit of contribution.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F832.39
[Abstract]:With the policy of the country's consumption in recent years, more and more enterprises have begun to enter the consumer small loan industry. The entry of new competitors has caused the competition in the small loan industry. According to the statistical data of the small loan company issued by the central bank in 2016, there are 8673 small loan companies in the whole country by the end of 2016. Less than 237 at the end of 2015. The loan balance was 927 billion 300 million yuan, and the RMB loans were reduced by 13 billion 100 million yuan. In this industry, the next step, as a PAP enterprise with excellent risk control technology, professional business knowledge and strong financial support, should establish a set of executable customer relationship management plans for the company's customers. The purpose of this paper is to establish a set of scientific customer relationship management scheme based on PAP branch and to provide a referable customer relationship management scheme for other branches of the country through the research on the customer relationship management process plan of a branch of PAP company and the PAP branch. The purpose of this paper is to provide a referable customer relationship management scheme for other branches of the country, for PA In the process of research, this paper takes this branch of P as the research object, analyzes and studies the existing problems in the existing customer relationship management in this branch, according to the theoretical basis of marketing and management, and aims at the existing problems of the PAP branch. Put forward the executable solutions and suggestions, collate the customer relationship management process and solution, initially set up a set of scientific and simple customer relationship management scheme, which are determined by the scheme to the customer development, customer management and customer maintenance of PAP branch. The employees of PAP branch are trained. The final plan is carried out by the customer manager of the sub company. The manager supervises the implementation of the plan, and makes the PAP branch realize the institutionalized, standardized and scientific customer relationship management. This article is divided into five chapters. The first chapter mainly focuses on the research background and research meaning of the customer relationship management of the PAP branch. In the second chapter, the theory of customer relationship management is stated, summarized and summarized. On this basis, it will be used to extract the theory of this paper, and provide theoretical basis for the construction of customer relationship management process plan. The third chapter is mainly to the customer relationship management of PAP branch. The present situation is analyzed. First, the PAP branch is briefly introduced. Then, the existing customer relationship management work is described by customer characteristics analysis, customer satisfaction analysis, customer loyalty status analysis, customer status analysis and other methods. The problems in customer relationship management are analyzed and analyzed. In the process of the analysis, the actual experience of the customer manager will be analyzed. At the end of this chapter, the problems existing in the management of the customer relationship in the sub company are put forward. The fourth chapter is an important chapter of this article, focusing on the thinking and framework of the customer relationship management scheme. Then, according to the theory summed up in the second chapter and the solutions to the problems in the customer relationship management of the PAP branch, a customer relationship management scheme is set up to apply to the actual situation of the PAP branch. The fifth chapter is mainly the measures to be taken in the implementation of the scheme and the possible problems in the implementation of the scheme. This paper studies the customer relationship management scheme of the sub company through the combination of theory and practice, and puts forward some suggestions and Countermeasures in this paper, hoping to have some reference and reference for PAP general company in the future development of customer relationship management, and also hope that it can be used in the small loan industry. Make a bit of contribution.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F832.39
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