Research On Customer Relationship Management Of China Life Pension Co Shaanxi Branch

In 2014,the State Council issued the "Several Opinions on Accelerating the Development of Modern Insurance Services"(Guofa [2014] 29),China's insurance industry has ushered in new opportunities for development,the concept of insurance is becoming more and more popular among the people.But at the same time,the competition of the industry is becoming more and more intense.At the same time,China's social aging trend is more obvious,people's demand for non-social co-ordinated pension products is increasingly prominent.How to make full use of our strengths and avoid our weaknesses in the competition,to be invincible,to meet the needs of the people,and to make corresponding contributions to social development,is an important issue facing the SX Branch of National Life Pension.Through the analysis of the actual situation of SX Branch of National Life Pension,this paper points out the problems existing in the current customer relationship management system,including imperfect organizational structure,incomplete product lines and so on.Subsequently,this paper explores the causes of these problems from both subjective and objective aspects,and finds that the main factors of these problems are the shorter establishment time,the lack of human resources,and the lack of a correct concept of customer relationship management.Through the analysis of the actual situation of China Life SX Branch,this paper points out the problems existing in the current customer relationship management system,including imperfect organizational structure,incomplete product lines and so on.This paper probes into the causes of these problems from both subjective and objective aspects,and points out that the main factors causing these problems are the shorter establishment time,the lack of human resources,and the lack of a correct concept of customer relationship management.Based on the theory of customer relationship management and the actual situation of SX Branch,this paper puts forward the corresponding optimization and improvement program.It mainly includes seven aspects: the perfection of customer relationship management system,the optimization of company organization structure,the optimization of customer relationship management concept,the optimization of product lines,the treatment of the problems left over by the history of National Life,the establishment of customer information processing system as soon as possible,and the development opportunity of National Life Pension SX Branch.For China Life SX Branch,this optimization scheme can improve its operating efficiency,reduce operating costs,enhance customer loyalty,and achieve greater benefits,more importantly,enhance the competitiveness of the enterprise itself.In order to ensure the smooth implementation of the optimization scheme,the paper puts forward the following safeguard measures: Firstly,the SX Branch of National Life Pension Company should further improve the organizational structure,win the support of the senior management of the group,and make full use of the resources of its group.Secondly,we should establish the correct business philosophy,learning concept and learning enterprise culture;finally,we must realize the importance of technology,and actively introduce new technology in the actual operation process.Through the analysis of this paper,it is found that although the concept of "customer-centered" has been accepted in the industry,and even the SX Branch of National Life Pension has initially established a customer relationship management system,but in the actual operation,it can not be implemented.This paper studies and analyzes the customer relationship management of SX Branch of National Life Pension Company,combs the status quo,problems and causes of customer relationship management,and puts forward the corresponding optimization scheme and safeguard measures by using the theory of customer relationship management.The conclusion of the article is not only conducive to the establishment of a more perfect and effective customer relationship management system,but also can be used for reference by other companies in the same industry,which has a certain practical significance.