本科论文目 录摘 要........................................................................................................................IAbstract.....................................................................................................................II引 言.......................................................................................................................11 企业客户粘性管理理论综述................................................................................31.1 企业客户粘性的含义...................................................................................31.2 企业提高客户粘性的必要因素...................................................................31.3 客户粘性对企业的重要性...........................................................................32 中国人寿沈阳分公司客户粘性管理现状分析....................................................52.1 行业背景分析...............................................................................................52.2 公司客户分析...............................................................................................62.3 公司客户粘性管理现状...............................................................................73 中国人寿沈阳分公司客户粘性管理现存问题....................................................93.1 目标客户不明确导致客户对所购产品满意度降低...................................93.2 缺乏产品续期维护引发产品续费逾期.......................................................93.3 客户维护不及时导致客户流失基数较大...................................................93.4 与客户沟通不当引起客户购买误区.........................................................104 中国人寿沈阳分公司客户粘性管理对策..........................................................114.1 精准定位目标客户与提供定制服务.........................................................114.2 着力提升客户对产品的认知度.................................................................114.3 开发新客户与...
