The Research Of Analytical Customer Service System For China Pacific Insurance Property Co., Ltd. Jiangxi Branch

Customer relationship management (CRM) is a new management ideas andmanagement methods which focus on customer. Analytical customer relationshipmanagement (CRM) refers to a core program that integration and mining customerdata. As the intensification of the insurance market competition and the developmentof personalization and diversity of customer needs, China Pacific Insurance PropertyCo.,Ltd.Jiangxi branch is facing a huge market pressure, and it’s badly in need ofstrategic adjustments. How to meet the customer’s requirement better and stand out inthe fierce market competition? This article is attempted to give the answer from theestablishment of the analytical customer service system of analytical customerrelationship management.Firstly, this article make a comprehensive review on it from the perspective ofcustomer relationship management theory, including the background and definition ofcustomer relationship management, the inherent characteristics of the customerrelationship management and management system of customer relationship--operational CRM, collaborative CRM and analytical CRM. This article focuses onthe development of analytical customer relationship management theory. Secondly,this article carries on the thorough analysis in the enterprise of existing customersservice system, summarizes out the potential risks and defect and points out thenecessity of analytical customer service system. And then obtain a target of newcustomer service system from research the demand of new customer service system indifferent lever, such as the strategy of corporate and the change of market demand.Construct the framework of analytical customer relationship management solution onthe basis of research above, and introduction and analysis at great length from thedesign of system architecture and function module, and specific strategies ofmanagement develop. Finally, combine with the actual situation, this article design aspecific implementation plan and evaluate the implementation results, conclude thatthe implementation of analytical customer relationship management (CRM) willchange company management idea well, improve customer satisfaction and loyalty,improve operational efficiency greatly and enhance company core competitiveness.