crm系统在保险业客服管理中的应用分析word格式论文.docxVIP

AbstractAtpresent,thecustomermanagementconsciousnessisrelativelyweakininsurance industryofourcountry,andthecustomermanagementlevelissolowthatcompaniescan notprovidehighqualityserviceforthecustomer.Customerrelationshipmanagement (CRM) has becomean urgent problem in the development ofmanyinsurance enterprises. CRM refers to the maintaining and developing status of relationship between the customersandthecompany.Moderncustomerrelationshipmanagementisakindof advancedmanagementsystembasedoncomputerandinformation.itcanbedividedinto threecategoriesragingfromoperationaltocoordinatingtype.Operationaltypeisthemost common onein our country. Researches on CRM is beneficial to enhance core competitive abilityforinsuranceenterprises.Theycanadapttochangesindomesticandinternational market timely. Hence, such aproblem hasacertain theoretical and practical significance.This articleanalyzes thepresent CRM deeplybasedonthecollecteddataand materials.AfteranalyzingtheexistingissuesofCRMlike“ignoranceofordinary customers,toomuchemphasisontechnology”,itputsforwardthesignificancetoimprove andchangetheCRMtimelyandarguesthecompleteCRMsystemshouldinclude customerrelationshipmanagement,salesmanagement,marketingmanagement,customer servicemanagement,etc.Inthecasestudy,ittakesAcompanyasaexample.Onthebasis ofanalysisofCRM’sdemandsandproblems,itstudiestheconstructiongoal,the constructingideaandthefunctionmodulesofthecompany’sCRMsystem.Finally,the databaseprogrammingisputout.Attheendofthepaperitevaluatestheeffectafterthe implementationofCRMsystemfromtheinternaloperations,customersatisfactionto companys core competitiveness.Keywords: Customer relationship managementInsurance company Managementmode目录摘要IAbstractII1绪论1.1研究背景和意义(1)1.2研究内容与方法(2)2客户关系管理(CRM)理论分析2.1客户关系管理(CRM)的基本概念(5)2.2CRM在保险公司中的特殊作用和发展前沿(8)2.3数据挖掘技术在保险公司客户管理中的应用(9)3保险公司实施客户关系管理的需求分析3.1保险公司CRM需求分析(11)3.2保险公司CRM体系的战略构想(12)3.3保险公司CRM面临的问题(14)4保险企业客户关系管理系统的设计4.1系统设计的整体目标(16)4.2业务流程重组方案(16)4.3保险公司CRM的重点模块介绍(18)4.4保险公司CRM系统体系结构(20)5A保险公司的客户关系管理的