crm在保险业中的应用.doc
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crm在保险业中的应用,crm在保险业中的应用全文76页约49000字论述翔实目录摘要3abstract4第一章 绪论51.1 crm概述51.1.1 crm的应用背景51.1.2 crm理念在保险业的根植61.1.3 crm系统与保险业的运营81.2 课题意义101.3 论文安排10第二章 crm与行业信息化建设112.1何谓crm112....
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CRM在保险业中的应用
全文76页 约49000字 论述翔实
目 录
摘 要 3
Abstract 4
第一章 绪 论 5
1.1 CRM概述 5
1.1.1 CRM的应用背景 5
1.1.2 CRM理念在保险业的根植 6
1.1.3 CRM系统与保险业的运营 8
1.2 课题意义 10
1.3 论文安排 10
第二章 CRM与行业信息化建设 11
2.1何谓CRM 11
2.2 CRM的产生 11
2.3 CRM系统的组成 13
2.4 CRM的现状与发展 15
2.4.1 CRM的现状 15
2.4.2 国内保险业CRM的现状 15
2.4.3 CRM的发展 16
2.5 保险业的信息化建设 17
2.6 本章小结 19
第三章 保险业的CRM系统规划 21
3.1保险业需要怎样的CRM 21
3.2 CRM系统建设目标 23
3.2.1 CRM建设的共同思路 23
3.2.2保险业CRM系统建设目标 24
3.3 CRM解决方案的关键思路 25
3.4 本章小结 26
第四章 保险业的CRM系统建设 27
4.1 CRM系统的整体构思 27
4.1.1系统特点 27
4.1.2 CRM系统功能结构 28
4.1.3 技术应用 30
4.2 呼叫中心的应用和构建 32
4.2.1呼叫中心的作用 32
4.2.2系统功能简介 32
4.2.3 技术应用 34
4.2.4 案例应用 35
4.3 本章小结 38
结 论 39
参考文献 43
致 谢 45
附 录 47
摘 要
随着全球经济一体化和中国加入WTO的到来，国内保险市场的竞争日趋激烈，到处硝烟弥漫，国内保险企业受着内外的夹攻，众多企业正千方百计地寻找突破口。
此时出现了一个被引以为制胜法宝的系统，一个一切以客户为中心的系统------CRM（Customer Relationship Management）。作为服务性行业，保险业的CRM系统应围绕着“客户关系”这四个字去作进一步的发掘，而不是简单地只停留在将客户信息理清，搭建一个所谓的呼叫中心的层次上。
本文将会把CRM系统的规划、建设、实施等逐一进行剖析并提出有效的解决方案。
首先，本文在一系列问题的探讨中进行CRM系统的规划思考，如CRM在保险业中的建设和实施所遇到的问题、误区；应如何学习引用国外的先进经验，去其糟箔，取其精华等。
在系统建设前，企业也需要清楚地认识到，不能盲目地认为将CRM一步到位就万事无休，而需要根据自身的发展，在不同的阶段，信息化初期、中期、成熟期，按部就班地搭建CRM各个相应的构件，为最终实现企业的全面信息化作准备。
最后，建设过程当中，由于保险业相对普通行业对信息数据的支持有更逼切的需求，本文也将从技术、管理、战略等不同层面地去审视、构建CRM系统，真正地体现“客户”的重要性，并充分地利用客户资源。同时本文也结合了行业的运营特点，包括风险的评估、人员的管理等。这能令CRM系统在保险业的应用过程中，既实现了市场、销售、服务协同工作的管理平台；也通过管理客户、潜在客户、合作伙伴、员工、产品、竞争对手等实现业务工作的全面管理。从而规范业务流程，提高市场营销能力和服务质量，准确分析决策，建立综合的绩效考核系统和战略管理系统，达到全面提升企业核心竞争力的目的。
关键词: 信息支持,商业智能,客户资源,客户关系
Abstract
By the arrival of Globalization and China’s entrance into WTO, the competition of domestic insurance market is becoming more and more heated. Domestic insurance industry is facing competition from outside as well as inside, and companies are working all out to seek breakthroughs.
A key to success has now emerged—a system that focuses on customers—CRM. As a service industry, the CRM of the insurance industry should explore base on “customer relations”, not merely stay on the stage of clearing customer information or building a so-called “call center”.
This article will analyze the planning, building, implementation of the CRM system, and further raise effective solutions.
The first, in terms of planning the CRM system, this article will discuss a series of related topics, such as the problems and mistakes that CRM of insurance industry faces, how to study from the overseas experience, and learn from them selectively, and so on.
Before building the system, the company should understand clearly that there is no one-step realization,should base on the needs of the different stages of informationalization. Finally, during the construction process, because the insurance industry has a more exigent need for the support of information date, this article will study and construct the CRM system from the different aspects of technology, management, and stragegy, and to identify the importance of the "client", and fully utilize the client resources. At the same time, this article also combines the characteristics of the industry, which includes the evaluation of risks, and the human resources management. This can ensure that during the application of CRM system in the insurance industry will achieve the marketing, sales, service, cooperations management platform; as well as achieving the all compassing management of clients, potential clients, partners, employees, products, and competitors. Therefore, it can standardlize the operation procedures, improve the marketing ability and service quality, correctly analyze the decisions, and achieve a higher core competitivity of the company.
Key words: Information Support; Business Intelligence; Customer Resource;
Customer Relationship
全文76页 约49000字 论述翔实
目 录
摘 要 3
Abstract 4
第一章 绪 论 5
1.1 CRM概述 5
1.1.1 CRM的应用背景 5
1.1.2 CRM理念在保险业的根植 6
1.1.3 CRM系统与保险业的运营 8
1.2 课题意义 10
1.3 论文安排 10
第二章 CRM与行业信息化建设 11
2.1何谓CRM 11
2.2 CRM的产生 11
2.3 CRM系统的组成 13
2.4 CRM的现状与发展 15
2.4.1 CRM的现状 15
2.4.2 国内保险业CRM的现状 15
2.4.3 CRM的发展 16
2.5 保险业的信息化建设 17
2.6 本章小结 19
第三章 保险业的CRM系统规划 21
3.1保险业需要怎样的CRM 21
3.2 CRM系统建设目标 23
3.2.1 CRM建设的共同思路 23
3.2.2保险业CRM系统建设目标 24
3.3 CRM解决方案的关键思路 25
3.4 本章小结 26
第四章 保险业的CRM系统建设 27
4.1 CRM系统的整体构思 27
4.1.1系统特点 27
4.1.2 CRM系统功能结构 28
4.1.3 技术应用 30
4.2 呼叫中心的应用和构建 32
4.2.1呼叫中心的作用 32
4.2.2系统功能简介 32
4.2.3 技术应用 34
4.2.4 案例应用 35
4.3 本章小结 38
结 论 39
参考文献 43
致 谢 45
附 录 47
摘 要
随着全球经济一体化和中国加入WTO的到来，国内保险市场的竞争日趋激烈，到处硝烟弥漫，国内保险企业受着内外的夹攻，众多企业正千方百计地寻找突破口。
此时出现了一个被引以为制胜法宝的系统，一个一切以客户为中心的系统------CRM（Customer Relationship Management）。作为服务性行业，保险业的CRM系统应围绕着“客户关系”这四个字去作进一步的发掘，而不是简单地只停留在将客户信息理清，搭建一个所谓的呼叫中心的层次上。
本文将会把CRM系统的规划、建设、实施等逐一进行剖析并提出有效的解决方案。
首先，本文在一系列问题的探讨中进行CRM系统的规划思考，如CRM在保险业中的建设和实施所遇到的问题、误区；应如何学习引用国外的先进经验，去其糟箔，取其精华等。
在系统建设前，企业也需要清楚地认识到，不能盲目地认为将CRM一步到位就万事无休，而需要根据自身的发展，在不同的阶段，信息化初期、中期、成熟期，按部就班地搭建CRM各个相应的构件，为最终实现企业的全面信息化作准备。
最后，建设过程当中，由于保险业相对普通行业对信息数据的支持有更逼切的需求，本文也将从技术、管理、战略等不同层面地去审视、构建CRM系统，真正地体现“客户”的重要性，并充分地利用客户资源。同时本文也结合了行业的运营特点，包括风险的评估、人员的管理等。这能令CRM系统在保险业的应用过程中，既实现了市场、销售、服务协同工作的管理平台；也通过管理客户、潜在客户、合作伙伴、员工、产品、竞争对手等实现业务工作的全面管理。从而规范业务流程，提高市场营销能力和服务质量，准确分析决策，建立综合的绩效考核系统和战略管理系统，达到全面提升企业核心竞争力的目的。
关键词: 信息支持,商业智能,客户资源,客户关系
Abstract
By the arrival of Globalization and China’s entrance into WTO, the competition of domestic insurance market is becoming more and more heated. Domestic insurance industry is facing competition from outside as well as inside, and companies are working all out to seek breakthroughs.
A key to success has now emerged—a system that focuses on customers—CRM. As a service industry, the CRM of the insurance industry should explore base on “customer relations”, not merely stay on the stage of clearing customer information or building a so-called “call center”.
This article will analyze the planning, building, implementation of the CRM system, and further raise effective solutions.
The first, in terms of planning the CRM system, this article will discuss a series of related topics, such as the problems and mistakes that CRM of insurance industry faces, how to study from the overseas experience, and learn from them selectively, and so on.
Before building the system, the company should understand clearly that there is no one-step realization,should base on the needs of the different stages of informationalization. Finally, during the construction process, because the insurance industry has a more exigent need for the support of information date, this article will study and construct the CRM system from the different aspects of technology, management, and stragegy, and to identify the importance of the "client", and fully utilize the client resources. At the same time, this article also combines the characteristics of the industry, which includes the evaluation of risks, and the human resources management. This can ensure that during the application of CRM system in the insurance industry will achieve the marketing, sales, service, cooperations management platform; as well as achieving the all compassing management of clients, potential clients, partners, employees, products, and competitors. Therefore, it can standardlize the operation procedures, improve the marketing ability and service quality, correctly analyze the decisions, and achieve a higher core competitivity of the company.
Key words: Information Support; Business Intelligence; Customer Resource;
Customer Relationship
