平安保險公司客戶關系管理（CRM）研究.pdf

1、西南交通大學碩士學位論文平安保險公司客戶關系管理（CRM）研究姓名：張清申請學位級別：碩士專業(yè)：工商管理（MBA）指導教師：王成璋2002.5.1AbstractCustomerrelationshipmanagement(CRM)isastrategicreengineeringprojectofenterprisesOrientedbythecustomersatisfactionandfaithfulnessthecoreofCR

2、MliesineffectiveusingofcustomerresourceThroughCRMwhichisbasedontheadvancedinformationtechniqueandmanagerialmethod，enterprisescanstudytheirciientssystemically，identifythevaluablegroupsandmaketheinformationcomingfromtheope

3、ratinglinkssuchasmarketing、salesmanagement、customercare、customerserviceandsupportcompletely、wel卜orderedandtimelyflowbetweentheenterprisesandtheirclientsItaimsatasystemthatmakestherelationshipamongthecustomerservice：marke

4、ting，salesandsupportturnharmonious，sothatcompetitireadvantagecanbebroughttothebusinessesThesystemimplementationisanimportantpartoftheprojectAgreatdealofmoneyneedstobeinvestedTheenterpriseshavetotakebigrisksThefailureofth

5、eprojectwillbringhugelosstotheenterprisesThesuccessdependsoncloseincorporationofpeople，processandtechniquearoundthecustomerOnlyinthiswaythepotentialofCRMcanbefullybroughtoutInthisarticle，theauthorsummarizedfourmainunders

6、tandingaboutCRM，itsmanagerialopinionsandkeystonesBythedemonstrationofPinganinsurancecompany，theauthorelucidatedtheimplementationstrategyandthepivotalfactors，whichguarantiedtheSUCCESSoftheprojectTherebytheauthortheoretica

7、llyandpracticallyexpoundedanewthoughtonhowtobuildaoptimalmanagerialmodewhichadaptstothecompetitioniswhenthemodernenterprisesareinprogressofmanagerialchange【Keyword|：CustomerRelationshipManagement，EnterpriseResourcePlanni