保险公司续收服务品质提高的思考和探索大学生毕业论文.docVIP

中央广播电视大学人才培养模式改革和开放教育试点项目 陕西广播电视大学本科毕业论文 保险公司续收服务品质提高的思考和探索 作 者 专 业 年 级 学 号 指导教师 答辩日期 成 绩＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿  摘 要 伴随随着社会经济的不断发展，以及受政策导向的影响，商业保险的社会经济职能及保障作用日益凸显，人身商业保险公司的服务品质好坏对公司的未来发展起着至关重要的作用，而服务品质的落脚点主要为续期客户的相关服务，故如何提升续收服务品质必将成为整个行业及监管机构共同关注的问题。除此之外，续收品质更是公司、业务人员与客户之间关系的直接反映，好的续收品质可以带来良好的客户及市场口碑，增强客户忠诚度，促进公司业务人员留存，为新业务开展营造良好的市场环境，从而实现公司持续健康发展。 本文运用目前最新的客户关系管理理论，透过研究新华保险陕西分公司西安保费部有关客户服务品质方面的运做，剖析企业存在的优势劣势和存在的问题，运用经济学管理学营销学等知识进行研究，并在客户细分、客户识别、客户维护、新政策导向等方面进行详细阐述，从组织、控制、协调、技术等方面为公司设计较完整的客户关系管理体系。本文运用多学科知识对新华保险陕西分公司西安保费部客户关系管理进行研究，设计提供具有实践意义和可操作的区域化经营方法，建立长期管理发展模型，使得理论与实践针对企业有较好的结合。 关键词：服务品质 区域化经营 客户忠诚度 Abstract With the continuous development of social economy, as well as by the impact of policy-oriented socio-economic functions and protect the increasingly prominent role of commercial insurance, Personal service quality commercial insurance company is good or bad for the future development of the company plays a vital role, and service quality end-customers mainly related services to renew, so how to enhance the quality of service received continued throughout the industry and will become regulatory issues of common concern. In addition, the continued closing is a direct reflection of the quality of the relationship between the companies, business people and customers receive good quality can bring continued good customer and market reputation, enhance customer loyalty, promote business staff retention, as new business development and create a favorable market environment, in order to achieve sustainable and healthy development of the company. In this paper, the latest customer relationship management theory, transportation through research related to quality of customer service Xinhua Insurance premiums Xian, Shaanxi Branch of the Ministry to do, advantages and disadvantages and problems of existence of the business analysis, the use of economics management marketing knowledge con