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随着经济的发展,我国证券市场正逐步与世界接轨,并不断的走向成熟规范。证券公司作为证券市场的中介服务机构,面临新的挑战和机遇,科学技术在不断进步,市场竞争日益激烈。因此,客户关系管理(CRM)系统应运而生。目前国内证券行业竞争很激烈,CRM系统在证券公司的应用也很大程度上的改善客户服务的质量,也增强证券公司的竞争力。本文分析了客户关系管理(CRM)系统在国内证券业的应用情况,探讨中国证券业在客户关系管理应用方面采取的有效措施,旨在提高中国证券行业对客户的服务水平,最终提高证券公司的核心竞争力。
With the development of economy, the stock market of our country is gradually connecting with the world and going to the mature standard continuously. As an intermediary service institution in securities market, securities firms face new challenges and opportunities. Science and technology are making continuous progress and the market competition is fierce. Therefore, customer relationship management (CRM) system came into being. At present, the competition in domestic securities industry is fierce. The application of CRM system in securities companies also greatly improves the quality of customer service and enhances the competitiveness of securities companies. This paper analyzes the application of CRM system in domestic securities industry and discusses the effective measures taken by China’s securities industry in the application of CRM, aiming to improve the service level of clients in China’s securities industry and ultimately improve the securities firm’s Core competencies.