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论文编号：	8527
作者编号：	2120142572
上传时间：	2016/6/16 15:46:40
中文题目：	融资租赁公司客户关系管理研究
英文题目：	Research on Customer Relationship Management of Financial Leasing Company
指导老师：	李东进
中文关键字：	客户关系管理、融资租赁、客户需求、客户满意、客户经理制
英文关键字：	Customer relationship management, financial leasing, customer demand, customer satisfaction, customer manager system
中文摘要：	近年来，融资租赁业飞速发展，各类融资租赁公司如雨后春笋般在中国出现。根据2016年1月出版的《中国融资租赁行业2015年度报告》，截至2014年12月中国融资租赁公司共计2134家，注册资金7356.45亿元，租赁合同余额32000亿元。融资租赁行业从业者众多，竞争激烈。融资租赁公司之间的竞争实质上是争夺优质客户的竞争。如何开发优质客户、维持优质客户、实现客户忠诚等一系列的客户关系管理的问题，就摆在众多的融资租赁公司面前。融资租赁公司要实现对客户进行有效的客户关系管理，必须坚持“以客户为中心”的客户关系管理理念，建立一套科学的客户关系管理制度实现优质客户的开发和维持，从而稳定优质客户，维持客户忠诚。因此，本论文的研究重点是融资租赁客户关系管理的功能构建和管理流程的建设问题。本文第一章首先介绍论文的背景和研究方法，第二章对客户关系管理的相关文献进行回顾。第三章主要介绍了融资租赁业务和融资租赁公司客户关系管理的现状，提出了融资租赁业实施客户关系管理的必要性和益处。在此基础上，本文第四章中结合了融资租赁业在客户数据和客户评价、客户需求、客户服务、客户满意、客户忠诚和客户流失的实际状况，从客户关系管理的角度出发，尝试给出解决方案和建议。在第五章中，讨论了融资租赁公司以客户关系管理为核心的客户经理制的建设问题。第六章，探讨了笔者供职的H融资租赁（中国）有限公司的客户关系管理。最后，是本文的结论。
英文摘要：	In recent years, the financial leasing industry is developing very fast in China. All kind of financial leasing companies have emerged in China. According to "China Financial Leasing Industry 2015 Annual Report" which was published in January 2016, until December 2014, there are 2134 financial leasing companies, and their total registered capital is more than 735.645 billion RMB. These companies’ balances of the contract are exceeded3.2 trillion RMB. The financial leasing industry is under tremendous competitive. Competition between financial leasing companies are essentially competing for high-quality customers. How to develop high-quality customers, maintain high-quality customers and achieve customer loyalty, is putting in front of many finance leasing companies. Financial leasing companies to achieve the customer effective customer relationship management, must adhere to the "customer-centric" concept to establish the scientific customer relationship management system for achieving high-quality customer development and loyal customers’ maintenance. Therefore, this thesis research is focused on the financial leasing customer relationship management’s building process. The first chapter introduces the background and research methods. The second chapter is to review customer relationship management literature. The third chapter describes the status of financial leasing and financial leasing company customer relationship management, and the necessity and benefits of financial leasing industry in the implementation of customer relationship management. On this basis, the fourth chapter discuss the customer data and customer reviews, customer demand, customer service, customer satisfaction, customer loyalty and churn the actual situation of financial leasing company, try to find out a possible solution. In the fifth chapter we discuss how to build the core customer manager system in the financial leasing company. The sixth chapter is to introduce the H serving finance leases (China) Co., Ltd. Customer Relationship Management. Finally, the last chapter is the conclusion of this article.
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