摘要
分析了证券公司经纪业务现在面临的诸多挑战,指出证券公司实施客户关系管理的必然性及可行性。提出了证券公司实施客户关系管理战略的思路,即依托客户互动中心分化其经纪业务,根据客户终生价值以及投资偏好分别差别化其管理和服务,用信息流改造其业务流程。最后设计了证券公司经纪业务客户关系管理的框架并说明了实施时要注意的问题。
The paper firstly analyzes the challenges the stockjobber's brokage is now facing, points out the inevitability and feasibility of implementing CRM for stockjobber.Then how to implement CRM is shown .It includes differentiating its brokage supported by CIC , differentiating its mangement based on CLV and differentiating its service according to customers' investment preference and rebuilding its brokage flow using information flow. Lastly,the framework of CRM of stockjobber's brokage is given and what should be paid attention to when it is implemented is also put forward.
出处
《重庆大学学报(自然科学版)》
EI
CAS
CSCD
北大核心
2003年第11期130-133,共4页
Journal of Chongqing University