本文選題：信息支持 + 商業(yè)智能��； 參考：《大連理工大學》2013年碩士論文

【摘要】：隨著全球經濟一體化和中國加入WTO的到來,國內保險市場的競爭日趨激烈,到處硝煙彌漫,國內保險企業(yè)受著內外的夾攻,眾多企業(yè)正千方百計地尋找突破口。 此時出現了一個被引以為制勝法寶的系統(tǒng),一個一切以客戶為中心的系統(tǒng)-__-CRM(Customer Relationship Management)。作為服務性行業(yè),保險業(yè)的CRM系統(tǒng)應圍繞著“客戶關系”這四個字去作進一步的發(fā)掘,而不是簡單地只停留在將客戶信息理清,搭建一個所謂的呼叫中心的層次上。 本文將會把CRM系統(tǒng)的規(guī)劃、建設、實施等逐一進行剖析并提出有效的解決方案。 首先,本文在一系列問題的探討中進行CRM系統(tǒng)的規(guī)劃思考,如CRM在保險業(yè)中的建設和實施所遇到的問題、誤區(qū)；應如何學習引用國外的先進經驗,去其糟箔,取其精華等。 在系統(tǒng)建設前,企業(yè)也需要清楚地認識到,不能盲目地認為將CRM一步到位就萬事無休,而需要根據自身的發(fā)展,在不同的階段,信息化初期、中期、成熟期,按部就班地搭建CRM各個相應的構件,為最終實現企業(yè)的全面信息化作準備。 最后,建設過程當中,由于保險業(yè)相對普通行業(yè)對信息數據的支持有更逼切的需求,本文也將從技術、管理、戰(zhàn)略等不同層面地去審視、構建CRM系統(tǒng),真正地體現“客戶”的重要性,并充分地利用客戶資源。同時本文也結合了行業(yè)的運營特點,包括風險的評估、人員的管理等。這能令CRM系統(tǒng)在保險業(yè)的應用過程中,既實現了市場、銷售、服務協(xié)同工作的 也可以通過對潛在客戶、員工、合作伙伴、競爭對手等實現業(yè)務工作的全面管理。從而規(guī)范業(yè)務流程,提高市場營銷能力和服務質量,準確分析決策,建立綜合的績效考核系統(tǒng)和戰(zhàn)略管理系統(tǒng),達到全面提升企業(yè)核心競爭力的目的。
[Abstract]:With the advent of global economic integration and China's entry into WTO, the competition in the domestic insurance market is becoming more and more fierce, and the domestic insurance enterprises are under attack from both inside and outside. Many enterprises are trying their best to find a breakthrough. There was a system that was cited as a magic weapon, a customer-centric system-C / C _ M _ M _ customer Relationship management _ _ _. As a service industry, the CRM system of the insurance industry should be further explored around the word "customer relationship", rather than simply staying at the level of clearing customer information and building a so-called call center. This paper will analyze the planning, construction and implementation of CRM system one by one and put forward effective solutions. Firstly, this paper discusses a series of problems in the planning of CRM system, such as the problems encountered in the construction and implementation of CRM in the insurance industry, misunderstandings, and how to learn and quote the advanced experience of foreign countries, discard the bad foil, take the essence of the system, and so on. Before the construction of the system, enterprises also need to realize clearly that they should not blindly believe that the CRM can be put in place in one step, but should be based on their own development, at different stages, in the early, middle, and mature stages of information technology. Build the corresponding components of CRM step by step, and prepare for the final realization of the enterprise's full information. Finally, in the process of construction, because the insurance industry has a more pressing demand for information data support than the general industry, this paper will also examine from different aspects, such as technology, management, strategy and so on, to construct CRM system. Truly reflect the importance of "customers" and make full use of customer resources. At the same time, this paper also combines the operational characteristics of the industry, including risk assessment, personnel management and so on. This enables the CRM system to work in cooperation with the market, sales and services in the insurance industry. You can also achieve overall management of business work by potential customers, employees, partners, competitors, etc. In order to standardize the business process, improve the marketing ability and service quality, accurately analyze the decision, establish a comprehensive performance appraisal system and strategic management system, achieve the purpose of promoting the core competitiveness of the enterprise in an all-round way.
【學位授予單位】：大連理工大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TP311.52

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本文編號：1913852