GX证券公司H营业部客户关系管理研究

发布时间：2018-04-03 19:06

本文选题：证券公司　切入点：营业部　出处：《西安科技大学》2017年硕士论文

【摘要】：随着证券行业浮动佣金制的实施,证券业已结束暴利时代。监管层对证券公司业务创新的推动,对业内兼并收购等业务的支持,使得前几年完成了综合规范治理的证券行业在拥有越来越多发展机遇的同时,也面临着来自行业内外的激烈竞争。同时,在服务营销的发展趋势下,越来越多的证券公司认识到证券行业作为一项服务业,客户和产品是决定成败的关键。建立“以客户为中心”的营销服务体系,实行客户关系管理已经成为全行业的共识。客户是证券公司最为宝贵的战略资源。客户关系管理是证券公司进行客户资源的一种有效手段。证券公司结合优越的管理策略和先进的信息技术,旨在通过机构重构和业务流程重组等手段实现对客户信息资源的有效整合,解析客户价值,挖掘潜在的客户资源,最终实现利润最大化的目标。本文在阐述国内外研究现状及GX证券公司H营业部客户关系管理相关理论的基础上,明确了本文的研究思路和研究方法;通过对GX证券公司H营业部的基本情况、组织机构以及管理模式的介绍,从体系和功能结构上对GX证券公司H营业部客户关系管理现状进行了分析,明确了GX证券公司H营业部的客户关系管理目前存在的问题;针对存在的问题,从客户细分、标准化服务流程等方面提出了改善GX证券公司H营业部客户关系管理的对策建议,并完善H营业部客户关系管理的保障措施。GX证券公司是国内较具代表性的券商公司。论文通过对GX证券公司H营业部客户关系管理的分析和研究,提出了具有一定可操作性的客户关系管理方案,具有一定的代表性。论文的研究成果对全国其他证券公司客户关系管理的进一步优化和改进,也具有一定的参考价值。
[Abstract]:With the implementation of the floating commission system of the securities industry, the securities industry profits era. End regulators to promote business innovation of securities companies, the industry mergers and acquisitions and other business support, so a few years ago completed comprehensive regulation of the securities industry have more development opportunities at the same time, is also facing fierce competition from outside the industry at the same time, in the development of service marketing, more and more securities companies realize the securities industry as a service industry, customers and products is the key to success. The establishment of the "marketing service system to the customer as the center", the implementation of customer relationship management has become the consensus of the industry. The customer is the most strategic precious resources for securities companies. Customer relationship management is an effective means of securities companies customer resources. The securities companies with superior management strategies and advanced information technology. , to achieve effective integration of customer information resources through institutional reconstruction and reorganization of business processes and other means, analysis of customer value, potential customer resources, and ultimately achieve the goal of profit maximization. Based on the description of the relevant theoretical research status at home and abroad of GX securities company customer relationship management H business department, the research the ideas and research methods; the basic situation of GX company H securities business department, organization and management mode, from the system and function structure of GX securities company business department H customer relationship management analysis of the current situation, the existing customer relationship management GX H Business Department of securities company the problem; in view of the existing problems, from customer segmentation, standardized service process and put forward suggestions to improve the GX securities business department H customer relationship management, and improve the H camp The Ministry of industry customer relationship management measures of.GX securities company is a representative of the domestic brokerage company. Through the analysis and Research on the GX securities company business department H customer relationship management, put forward a scheme of customer relationship management operation, has a certain representative. Further optimization and improvement on the other the securities company customer relationship management research, but also has a certain reference value.

【学位授予单位】：西安科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.39;F274

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