發(fā)布時(shí)間：2018-05-25 04:39

  本文選題：N壽險(xiǎn)公司 + 客戶關(guān)系管理��； 參考：《安徽大學(xué)》2017年碩士論文

【摘要】：隨著我國(guó)經(jīng)濟(jì)持續(xù)發(fā)展,人們的保險(xiǎn)觀念與實(shí)際需求都已發(fā)生根本性的改變,保險(xiǎn)業(yè)成為當(dāng)今社會(huì)增速最快的行業(yè)之一。然而,我國(guó)保險(xiǎn)業(yè)雖發(fā)展較快,但起步較晚,相較于國(guó)外保險(xiǎn)業(yè)發(fā)展?fàn)顩r仍有較大差距。受諸多因素影響,造成保險(xiǎn)行業(yè)口碑不良,客戶流失較多的現(xiàn)狀,使保險(xiǎn)公司的競(jìng)爭(zhēng)力和客戶忠誠(chéng)度到影響。隨著工業(yè)進(jìn)步及互聯(lián)網(wǎng)的不斷發(fā)展,買(mǎi)方占據(jù)主導(dǎo)地位的市場(chǎng)使得"得客戶者得天下"成為越來(lái)越多行業(yè)的共識(shí)。"以客戶為中心"逐漸成為部分壽險(xiǎn)公司的服務(wù)理念,但理念到實(shí)際的過(guò)程是否執(zhí)行到位,市場(chǎng)客戶的實(shí)際感受和反饋仍需檢驗(yàn)。本文以安徽省N壽險(xiǎn)公司客戶關(guān)系管理為分析對(duì)象,基于該公司客戶關(guān)系管理現(xiàn)狀、問(wèn)卷調(diào)研客戶滿意度情況,討論、分析其在客戶關(guān)系管理方面存在的不足,結(jié)合客戶關(guān)系管理相關(guān)理論,提出建議和對(duì)策。本文的研究主要分為七個(gè)部分:第一章主要介紹本文研究的背景、目的和意義、研究方法和內(nèi)容結(jié)構(gòu);第二章主要闡述了客戶關(guān)系管理的定義、國(guó)內(nèi)外相關(guān)理論、研究文獻(xiàn);第三章介紹安徽省N壽險(xiǎn)公司及客戶關(guān)系管理的相關(guān)狀況;第四章主要闡述對(duì)安徽省N壽險(xiǎn)公司客戶的滿意度問(wèn)卷調(diào)研,并進(jìn)行調(diào)研數(shù)據(jù)分析。第五章,結(jié)合第三、四章的內(nèi)容,分析安徽省N壽險(xiǎn)公司在客戶關(guān)系管理上存在的不足。第六章針對(duì)發(fā)現(xiàn)的不足,從完善、健全安徽省N壽險(xiǎn)公司現(xiàn)有客戶關(guān)系管理體系、文化建設(shè)、流程制度建設(shè)等方面提出對(duì)安徽省N壽險(xiǎn)公司客戶關(guān)系管理的建議與對(duì)策。最后,第七章對(duì)本文進(jìn)行總結(jié)和展望,期望對(duì)保險(xiǎn)業(yè)其他公司的客戶關(guān)系管理提出有益參考。通過(guò)對(duì)安徽省N壽險(xiǎn)公司客戶關(guān)系管理的分析,以CRM相關(guān)理論為依據(jù),提出建議對(duì)策:樹(shù)立"客戶至上"的經(jīng)營(yíng)理念,建立客戶滿意度評(píng)測(cè)機(jī)制,優(yōu)化客戶關(guān)系管理體系,提高業(yè)務(wù)服務(wù)水平。意在為安徽省N壽險(xiǎn)公司客戶關(guān)系管理的改善提供借鑒,進(jìn)一步提高企業(yè)市場(chǎng)競(jìng)爭(zhēng)水平,同時(shí),也為保險(xiǎn)行業(yè)其他公司客戶關(guān)系管理提供參考。
[Abstract]:With the sustainable development of our economy, people's insurance concept and actual demand have been fundamentally changed, insurance industry has become one of the fastest growing industries. However, China's insurance industry develops rapidly, but starts late, compared with the foreign insurance industry, there is still a big gap. Under the influence of many factors, the bad reputation of insurance industry and the loss of more customers affect the competitiveness and customer loyalty of insurance companies. With the development of industry and the Internet, the market dominated by buyers has become the consensus of more and more industries. Taking the customer as the center gradually becomes the service idea of some life insurance companies, but whether the process from the idea to the actual implementation is in place, the actual feeling and feedback of the market customer still need to be tested. This paper takes customer relationship management of life insurance company in Anhui Province as an analysis object, based on the current situation of customer relationship management of the company, surveys customer satisfaction, discusses and analyzes its shortcomings in customer relationship management. Combined with the theory of customer relationship management, put forward suggestions and countermeasures. The research of this paper is divided into seven parts: the first chapter mainly introduces the background, purpose and significance, research methods and content structure of this study, the second chapter mainly describes the definition of customer relationship management, domestic and foreign related theories, research literature; The third chapter introduces the related situation of life insurance company and customer relationship management in Anhui province. The fourth chapter mainly expounds the survey of customer satisfaction of life insurance company in Anhui province and carries on the investigation data analysis. The fifth chapter, combined with the third and fourth chapters, analyzes the shortcomings of customer relationship management in Anhui N life insurance company. The sixth chapter puts forward suggestions and countermeasures to the customer relationship management of the N life insurance company in Anhui province from the aspects of perfecting and perfecting the existing customer relationship management system cultural construction and process system construction of the N life insurance company in Anhui Province. Finally, the seventh chapter summarizes and looks forward to the customer relationship management of other insurance companies. Based on the analysis of customer relationship management of N Life Insurance Company in Anhui Province, and based on the theory of CRM, this paper puts forward some suggestions: to establish the management concept of "customer first", to establish the evaluation mechanism of customer satisfaction, and to optimize the customer relationship management system. Improve the level of business services. It is intended to provide reference for the improvement of customer relationship management of N life insurance company in Anhui province, and to further improve the level of market competition of enterprises. At the same time, it also provides a reference for customer relationship management of other companies in insurance industry.
【學(xué)位授予單位】：安徽大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F274;F842.3

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本文編號(hào)：1932146