發(fā)布時(shí)間：2018-04-15 01:28

  本文選題：江海證券有限公司 + 客戶關(guān)系管理　； 參考：《黑龍江大學(xué)》2012年碩士論文

【摘要】：過去的十年間,國內(nèi)經(jīng)濟(jì)持續(xù)快速健康發(fā)展、對(duì)外開放程度不斷提高。證券業(yè)已同銀行業(yè)、保險(xiǎn)業(yè)一樣,成為資本市場中不可或缺的一個(gè)組成部分,其行業(yè)影響力也在逐年提升,但同時(shí)行業(yè)競爭也在逐漸加劇。所以,國內(nèi)多數(shù)證券公司都把客戶服務(wù)作為維護(hù)現(xiàn)有客戶關(guān)系并持續(xù)發(fā)展新客戶的基礎(chǔ)性工作,能否有效地實(shí)施客戶關(guān)系管理系統(tǒng)(CRW)則成為行業(yè)競爭成敗的關(guān)鍵環(huán)節(jié)。 本文以江海證券有限公司目前運(yùn)行中的客戶關(guān)系管理系統(tǒng)為研究對(duì)象。首先介紹了選題背景、研究的目的和意義及研究的思路與框架；接著介紹了相關(guān)理論研究方法、國內(nèi)外研究現(xiàn)狀和目前國內(nèi)證券公司普遍采用的客戶關(guān)系管理體系特點(diǎn)等內(nèi)容；在借鑒和參考國內(nèi)外知名公司和跨國企業(yè)在實(shí)施客戶關(guān)系管理中摸索出的先進(jìn)理念和管理方法的基礎(chǔ)上,系統(tǒng)論述了客戶關(guān)系管理理論對(duì)于證券公司在提升行業(yè)競爭中所起到的關(guān)鍵作用；然后運(yùn)用從一般到特殊的歸納法,從江海證券有限公司實(shí)際情況出發(fā),介紹江海證券有限公司基本情況的同時(shí)分析了現(xiàn)行的客戶關(guān)系管理系統(tǒng),找到了現(xiàn)行客戶關(guān)系管理系統(tǒng)在實(shí)際應(yīng)用中存在的問題并加以剖析；之后提出改進(jìn)現(xiàn)有客戶關(guān)系管理系統(tǒng)的應(yīng)對(duì)措施及解決方案,并對(duì)完善后的客戶關(guān)系管理系統(tǒng)在運(yùn)行中可能出現(xiàn)的問題進(jìn)行了全面的系統(tǒng)分析并加以論述,為應(yīng)對(duì)未來市場競爭中可能出現(xiàn)的問題指明了方向。
[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.
【學(xué)位授予單位】：黑龍江大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F274;F832.39

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