永诚保险客户关系管理研究

发布时间：2018-05-05 05:30

本文选题：永诚保险 + 客户关系官理　；参考：《西安科技大学》2013年硕士论文

【摘要】：本文通过阐析选题背景和国内外研究现状，明确了永诚保险实施客户关系管理及对相关问题进行研究的重要意义。在综合相关理论的基础上，本文以永诚保险客户关系管理为研究对象，对永诚保险客户关系管理现状进行了分析，从中发现永诚保险客户关系管理存在着管理目标偏离、缺少有效的客户关系管理策略、信息化管理水平落后等方面的问题。通过深入分析这些问题产生的原因，综合评价永诚保险内外部经营环境和客户关系管理实施能力，，进而提出了公司客户关系管理的目标：持续提高客户满意度，培养优质忠诚客户群，实现保费增加与成本降低的目的。根据永诚保险的实际情况，论文提出了相应的客户关系管理改进方案和措施，具体包括：检视以客户关系管理为核心的理念；改造现有业务流程和客户服务支持流程；建立符合客户关系管理的组织架构；改进客户关系管理系统，实现信息系统功能转型，建立优秀的客户管理队伍，解决客户关系管理中存在的问题；实施客户满意度管理，建立个性化的产品和差异化的客户服务体系。为了更好的实施客户关系管理，本文也指出了实施客户关系管理应当具备的条件和需要关注的问题。
[Abstract]:By analyzing the background of selecting the topic and the current research situation at home and abroad, this paper clarifies the significance of the implementation of customer relationship management and the research of related issues in Yongcheng Insurance. On the basis of synthesizing relevant theories, this paper analyzes the current situation of Yongcheng insurance customer relationship management, and finds out that there is a deviation of management target in Yongcheng insurance customer relationship management. Lack of effective customer relationship management strategy, the level of information management backward and other problems. Through in-depth analysis of the causes of these problems, comprehensive evaluation of Yongcheng insurance internal and external business environment and customer relationship management implementation capacity, and then put forward the company's customer relationship management objectives: continuously improve customer satisfaction, Cultivate high-quality loyal customer base to achieve the purpose of premium increase and cost reduction. According to the actual situation of Yongcheng Insurance, the paper puts forward the corresponding improvement schemes and measures of customer relationship management, including: examining the concept of customer relationship management as the core; reforming the existing business process and customer service support process; Establish the organization structure that accords with customer relationship management, improve customer relationship management system, realize function transformation of information system, set up excellent customer management team, solve problems existing in customer relationship management, implement customer satisfaction management, Establish a personalized product and differentiated customer service system. In order to better implement customer relationship management, this paper also points out the conditions and problems that should be paid attention to in the implementation of customer relationship management.
【学位授予单位】：西安科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F842.3

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