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论文编号：	3764
作者编号：	2120092717
上传时间：	2011/11/25 15:13:17
中文题目：	基于CRM系统的中国人保财险公司客户关系管理研究
英文题目：	Research on the Customer Relationship Management of PICC P&C based on the CRM system
指导老师：	林润辉
中文关键字：	客户关系管理，CRM系统，管理信息化，中国人保财险公司
英文关键字：	Customer Relationship Management, CRM System, Information Management, PICC P&C
中文摘要：	加入世界贸易组织以来，经济全球化脚步日益加快，保险行业面临快速开放和成熟的环境变化，保险企业间的竞争更加严酷，作为保险主体核心竞争力的客户关系管理已经成为各大保险行业的关注焦点。如何有效的开展客户关系管理，成为保险主体经营管理的重点之一。改革开放以来，我国的经济快速发展，尤其是信息技术的快速发展为企业提供了管理信息化的平台，使得企业的经营管理有了更为科学的信息化工具。信息技术的发展也为传统的客户关系管理模式提供了改进的空间，现代保险企业的客户关系管理朝着信息化、差异化的方向转变和迈进。CRM系统作为客户关系管理的最佳解决方案已被很多保险企业所关注和尝试，更加完善和强大的CRM系统将为保险公司带来更多的客户关系管理的益处，为企业增强核心竞争力提供更有利的支持，帮助企业在激烈的市场竞争中占领一席之地。因此，基于CRM系统的客户关系管理成为保险行业的关注焦点。本文以中国人民财产保险股份有限公司（简称人保财险公司）为研究对象，对公司基于CRM系统的客户关系管理进行探讨和研究。本文根据人保财险公司的企业环境、客户关系管理现状和问题等进行深入的理论性和操作性分析，并针对问题探讨和研究实践对策，以达到解决问题的目的。在保险行业快速发展的今天，人保财险公司希望能够在市场竞争中保持自己的竞争优势，拥有更为庞大的客户资源以及更多的有价值客户，充分利用客户关系管理为客户服务，为公司创造更多的效益。希望本文的研究和探讨能够为人保财险公司基于CRM系统的客户关系管理提供一些研究和实践的启迪以及问题解决的对策。
英文摘要：	Joining WTO, the globalization of the worldwide economy is accelerated, thus the insurance industry is facing rapid changes in a more open and mature economic environment. Competition among insurance companies is more severe, and Customer Relationship, which is seen as the core competitiveness of the insurance company, attracts a major concern of the insurance industry. Therefore, the insurance companies pay more attention to the effectiveness of Customer Relationship Management. Since the Chinese Economic Reform and Opening-up, the Chinese economy has been developing rapidly, especially the development of Information and Technology. Information and Technology has provided enterprises with a new management platform and brought the business more scientific and effective management tools. Development of Information and Technology has also brought new tools to Customer Relationship Management, and made it more informationalized and differentiated. As the best solution for many insurance companies, the CRM system has been concerned about and tried by many insurance companies and a more scientific and powerful CRM system will enhance the competitive advantage of the company to help the company survive in the rivals in the insurance industry. In this paper, I’m trying to research and analyze the CRM system of PICC P&C. And I’m trying to research and analyze the market environment, the status of Customer Relationship Management and the problems of these of the company in-depth and trying to find solutions to the problems raised. PICC P&C hopes to keep its competitive advantage and surviving in this rapid developing insurance industry, and hope to attract more customers and create more benefits by managing the customer relations effectively. Hoping the report can find solutions to the problems raised in it and help PICC P&C to gain competitive advantage by using CRM System.
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