本文選題：永誠保險 + 客戶關系官理��； 參考：《西安科技大學》2013年碩士論文

【摘要】：本文通過闡析選題背景和國內(nèi)外研究現(xiàn)狀，明確了永誠保險實施客戶關系管理及對相關問題進行研究的重要意義。在綜合相關理論的基礎上，本文以永誠保險客戶關系管理為研究對象，對永誠保險客戶關系管理現(xiàn)狀進行了分析，從中發(fā)現(xiàn)永誠保險客戶關系管理存在著管理目標偏離、缺少有效的客戶關系管理策略、信息化管理水平落后等方面的問題。通過深入分析這些問題產(chǎn)生的原因，綜合評價永誠保險內(nèi)外部經(jīng)營環(huán)境和客戶關系管理實施能力，，進而提出了公司客戶關系管理的目標：持續(xù)提高客戶滿意度，培養(yǎng)優(yōu)質(zhì)忠誠客戶群，實現(xiàn)保費增加與成本降低的目的。根據(jù)永誠保險的實際情況，論文提出了相應的客戶關系管理改進方案和措施，具體包括：檢視以客戶關系管理為核心的理念；改造現(xiàn)有業(yè)務流程和客戶服務支持流程；建立符合客戶關系管理的組織架構(gòu)；改進客戶關系管理系統(tǒng)，實現(xiàn)信息系統(tǒng)功能轉(zhuǎn)型，建立優(yōu)秀的客戶管理隊伍，解決客戶關系管理中存在的問題；實施客戶滿意度管理，建立個性化的產(chǎn)品和差異化的客戶服務體系。為了更好的實施客戶關系管理，本文也指出了實施客戶關系管理應當具備的條件和需要關注的問題。
[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.
【學位授予單位】：西安科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F842.3

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本文編號：1846431