证券公司客户关系管理系统应用研究

摘    要
随着中国证券市场股权分置改革的完成，大、小非的解禁，中国股市正式进入到全流通时代，投资者的结构随着大小非的解禁也发生了前所未有的变化。股民经历了2006年、2007年市场的暴涨，也经历了2008年市场的暴跌，股民入市交易的愿望越来越低，券商之间的竞争也变得越来越激烈，这样的情况对券商的客户关系管理提出了新的挑战。
本文通过对证券公司的客户关系管理现状进行分析和评价，发现证券公司客户关系管理中存在的问题。借鉴国内外企业客户关系管理的先进理念和技术方法，结合中国证券市场的变化以及证券公司目前的客户关系管理情况和经营状况，明确客户关系管理的指导思想及目标、完善公司的组织架构、健全公司内部流程及各层级考核制度等，为构建以“客户资产增值”为理念的新的客户关系管理系统，提出了相关的实施计划和保障策略。

关键词:  客户资产增值； 客户关系管理 

 
 
 
Abstract
With China's securities market reform of non-tradable shares, large and small, and the Chinese stock market officially lifted into the circulation time, investors with the structure of the release of the size of the unprecedented changes. People experienced in 2006 and 2007 market boom, also experienced in 2008, the market entry of investors and desire, the competition between dealers also becomes more and more intense, so the customer relations management of securities dealers puts forward new challenges.
Based on securities company customer relationship management status analysis and evaluation of securities companies, found in customer relationship management problems. Referring to the enterprise customer relationship management, advanced technology, combined with the idea and method of the China securities market changes and securities company current customer relationship management and operation condition, customer relationship management guiding ideology and target, perfect company's organizational structure, perfect company internal process and different levels for constructing the evaluation system, etc, with "customer assets value" for the concept of new customer relationship management system, and puts forward relevant implementation plan and security strategy.

Keywords: customer assets value, Customer relationship management

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