Client Service Management Analysis And Improvement Of QILU Securities DONGYING Department

In recent years, with the development of competition in the securities industry, the overall commission rates have fallen sharply, and the competition between broker have a gradual transformation, the war of service replace the previous commission war. Increasingly fierce market competition for businesses today is a new task, that is, how to do a good job in customer relationship management, how to obtain and retain customers’more shares in market competition. Good customer relationship is fundamental for the survival and development of the financial services industry, how to implement a customer service management become the most important aspects in securities business department.As the stock market constantly improve, moreover, all kinds of new products and business emerge continuously, stock commission income has no longer the only points of the securities business department. That is should be considered by the business department. how to maximum the various multi-level business benefit through advantages of company and the business department. In customer service management, we should also break the simple model of customer classification and service management in the past, which divided standard by contribution to the commission.The article identify the key customers through analysis the interests constitute of business department. According to the research and analysis on the customer status current situation of the broker in business department, the customer is divided to three types, commission contribution type, product sales type and asset maintain type. Taking the different service management model according to the customer the type, to provide appropriate services to the different customers. Maximizing the profits of the business department and improve the core competitiveness of the business department while maintaining customers’loyalty and satisfaction.