XX证券营业部投资顾问客户服务管理研究

发布时间：2018-03-28 09:05

本文选题：证券营业部　切入点：投资顾问　出处：《石河子大学》2014年硕士论文

【摘要】：作为金融服务业之中的一个子行业,目前证券业既要面对来自行业内部的激烈竞争,也要面对来自银行、保险等其他子行业的竞争,可以说目前存在的机遇和挑战是前所未有的。作为各家券商核心收入与利润来源的经纪业务如何才能在竞争日益激烈的环境中胜出?通过转变其传统的业务发展模式,提高以客户为中心的服务管理能力,增加客户服务的附加价值,来逐步巩固与客户长期互利的业务关系已成为在当前环境下获取竞争优势、建立竞争壁垒的重要手段。2010年证监会发布了《证券投资顾问业务暂行规定》,使得证券公司原有投资咨询服务得到了规范,为券商提供了通过投资顾问服务向客户收取服务费用的条件,有利于引导券商通过提升其投资顾问服务的竞争力来推动经纪业务的转型发展。本文立足于XX证券营业部投资顾问客户服务工作的实际情况,结合自身的实际工作经验,从实践操作中探索适合该营业部自身特点的投资顾问客户服务管理模式,提出切实可行的建议。本文采用理论与实践相结合的方法,对XX证券营业部投资顾问客户服务管理问题进行研究。本文从改善营业部投资顾问工作环境、加强营业部投资顾问团队建设、改善营业部投资者教育工作、提升客户对营业部投资顾问服务的满意度以及充分利用公司资源发展营业部投资顾问服务等几方面提出了XX证券营业部投资顾问客户服务管理方案,以加强和改善营业部投资顾问客户服务能力,提高客户满意水平并最终为证券营业部带来长远的经济利益,实现客户、投资顾问与企业共赢的局面,以适应未来更加激烈的市场竞争格局。
[Abstract]:As a sub-industry in the financial services industry, at present, the securities industry faces both fierce competition from within the industry and competition from banks, insurance and other sub-industries. It can be said that the existing opportunities and challenges are unprecedented. As a source of core income and profits of brokerage companies, how can the brokerage business win in the increasingly competitive environment? By changing its traditional business development model, improving its customer-centered service management capability, increasing the added value of customer service, and gradually consolidating the long-term mutually beneficial business relationship with customers, it has become a competitive advantage in the current environment. The Securities Regulatory Commission issued the "interim regulations on Securities Investment Advisory Business" in 2010, which has standardized the original investment consulting services of securities companies. To provide securities firms with the terms of charging clients a fee for their services through investment advisory services, This paper is based on the actual situation of the investment consultant customer service of XX Securities Business Department, combined with its own practical work experience, which is helpful to guide securities firms to promote the transformation and development of brokerage business by enhancing the competitiveness of their investment advisory services, this paper is based on the actual situation of investment advisory customer service work in XX Securities Business Department. This paper explores the management mode of investment consultant customer service suitable for the business department's own characteristics from the practical operation, and puts forward some practical suggestions. This paper adopts the method of combining theory with practice. This paper focuses on improving the working environment of investment consultants, strengthening the construction of investment advisory team, and improving the education of investors in XX Securities sales Department. In order to promote the customer's satisfaction with the investment advisory service of the sales department and make full use of the resources of the company to develop the investment advisory service of the business department, this paper puts forward a customer service management plan for the investment consultant of the XX securities business department. In order to strengthen and improve the customer service ability of investment consultant in business department, improve the level of customer satisfaction and bring long-term economic benefits to securities sales department, realize the win-win situation of customer, investment adviser and enterprise, In order to adapt to the future more intense market competition pattern.
【学位授予单位】：石河子大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F832.39

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