本文選題：ZH保險(xiǎn) + 客戶服務(wù)　； 參考：《電子科技大學(xué)》2013年碩士論文

【摘要】：隨著世界經(jīng)濟(jì)一體化步伐的加快、國際國內(nèi)保險(xiǎn)行業(yè)的發(fā)展日益活躍，我國保險(xiǎn)行業(yè)的國內(nèi)與國外保險(xiǎn)企業(yè)競(jìng)爭也日趨激烈。由于保險(xiǎn)是特殊商品，促成保險(xiǎn)成功銷售的要素往往十分復(fù)雜，導(dǎo)致客戶變化的內(nèi)外條件也極多，為提高保險(xiǎn)的銷售業(yè)績和客戶服務(wù)質(zhì)量，特別是保險(xiǎn)VIP客戶服務(wù)的效益，溝通管理顯得尤為重要。如何提高在保險(xiǎn)VIP客戶服務(wù)項(xiàng)目中溝通的策略和技巧，實(shí)現(xiàn)保險(xiǎn)企業(yè)和保險(xiǎn)客戶雙方的效益是本文選材ZH保險(xiǎn)VIP客戶服務(wù)項(xiàng)目溝通管理研究的主要目的。 本文的撰寫研究首先在闡述了選題研究的背景和意義的基礎(chǔ)上，結(jié)合國內(nèi)外研究現(xiàn)狀提出了本文研究的思路和方法；緊接著根據(jù)本文撰寫研究的需要通過大量的文獻(xiàn)和理論的整理分析對(duì)保險(xiǎn)項(xiàng)目溝通管理的相關(guān)理論進(jìn)行了綜述；然后輔之本人所從事的ZH保險(xiǎn)工作為案例，在概述了ZH保險(xiǎn)公司VIP客戶服務(wù)項(xiàng)目基本情況的基礎(chǔ)上，對(duì)ZH保險(xiǎn)公司VIP客戶服務(wù)項(xiàng)目溝通管理的現(xiàn)狀進(jìn)行分析，發(fā)現(xiàn)在以往的溝通管理中存在的管理目標(biāo)偏差、客戶溝通管理上缺乏有效策略、客戶溝通管理體系有待完善等問題的基礎(chǔ)上探討了影響ZH保險(xiǎn)VIP客戶服務(wù)項(xiàng)目溝通管理的因素，為隨后實(shí)施ZH保險(xiǎn)VIP客戶服務(wù)項(xiàng)目溝通管理解決方案提供重要的參考；最后本文則是根據(jù)ZH保險(xiǎn)VIP客戶服務(wù)項(xiàng)目溝通管理的目標(biāo)和原則，結(jié)合ZH保險(xiǎn)VIP客戶服務(wù)項(xiàng)目溝通管理機(jī)制采用項(xiàng)目生命周期理論對(duì)ZH保險(xiǎn)VIP客戶服務(wù)項(xiàng)目啟動(dòng)、實(shí)施、收尾所對(duì)應(yīng)的售前、售中、售后等階段的溝通管理提出解決方案，并建立健全了ZH保險(xiǎn)VIP客戶項(xiàng)目溝通管理保障體系。 本文的撰寫研究是基于項(xiàng)目溝通管理在保險(xiǎn)行業(yè)客戶服務(wù)項(xiàng)目中的實(shí)踐，通過對(duì)保險(xiǎn)VIP客戶服務(wù)項(xiàng)目各階段的溝通探討，有助于保險(xiǎn)行業(yè)VIP客戶服務(wù)溝通理論和方法的提高，，對(duì)整個(gè)保險(xiǎn)行業(yè)特別是ZH保險(xiǎn)VIP客戶服務(wù)溝通管理工作具有重要指導(dǎo)意義和實(shí)際意義。
[Abstract]:With the acceleration of the pace of world economic integration, the development of international and domestic insurance industry is increasingly active, and the competition between domestic and foreign insurance enterprises in our insurance industry is becoming increasingly fierce. Because insurance is a special commodity, the factors contributing to the successful sale of insurance are often very complicated, and the internal and external conditions of customer change are also very numerous. In order to improve the sales performance of insurance and the quality of customer service, especially the benefit of VIP customer service, Communication management is particularly important. How to improve the communication strategy and skill in the insurance VIP customer service project and realize the benefit of both the insurance enterprise and the insurance customer is the main purpose of this paper to select the material ZH insurance VIP customer service project communication management research. Firstly, on the basis of expounding the background and significance of the research, the author puts forward the ideas and methods of this paper according to the current situation of domestic and foreign research. Then according to the need of writing this paper, through a large number of literature and theoretical analysis of the insurance project communication management related theories were summarized; then supplemented by my own ZH insurance work as a case study, On the basis of summarizing the basic situation of VIP customer service project in ZH insurance company, this paper analyzes the current situation of communication management of VIP customer service project in ZH insurance company, and finds out the deviation of management objectives in the previous communication management. On the basis of the lack of effective strategies in customer communication management and the need to improve the customer communication management system, this paper discusses the factors that affect the communication management of VIP customer service projects in ZH insurance. It provides an important reference for the implementation of ZH insurance VIP customer service project communication management solution. Finally, this paper is based on the objectives and principles of ZH insurance VIP customer service project communication management. Combining ZH insurance VIP customer service project communication management mechanism with project life cycle theory to ZH insurance VIP customer service project start, implementation, end corresponding to the pre-sale, in-sale, after-sale and other stages of communication management solutions, And established and perfected ZH insurance VIP customer project communication management safeguard system. The writing of this paper is based on the practice of project communication management in the insurance industry customer service project, through the communication of insurance VIP customer service project, it is helpful to improve the theory and method of VIP customer service communication in insurance industry. It has important guiding and practical significance to the whole insurance industry, especially ZH insurance VIP customer service communication management.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F842.3;F274

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4 焦燕e

本文編號(hào)：1956271