摘要
摘要
在当前的经济形势下，我国的融资租赁行业已经发展到新的阶段，市场规
模持续扩大的同时，行业内部也面临着空前的竞争压力。为了提高竞争力，扩
大市场占有率，融资租赁公司应重视客户关系管理，围绕客户需求制定发展战
略，以改进客户关系管理为突破口，提高自身的管理水平，优化组织结构，持
续提高客户的满意度与忠诚度，有效配置企业资源，以实现企业的利润最大化
和企业资源的最优配置。在新的发展阶段下，客户关系管理对融资租赁行业意
义重大。
本文选取了A融资租赁公司为代表，运用客户关系管理理论，包括核心客
户、客户细分、客户生命周期及客户满意度与忠诚度等，通过问卷调查、实地
走访等方式对A融资租赁公司的客户关系管理进行研究，通过分析其现状，发
现A融资租赁公司存在获客成本高、客户违约维权成本高、客户价值发掘低、
客户流失量大、客户满意度低、缺乏专业化客户管理团队等问题。针对这些问
题，本文提出相对应的优化建议：提高客户开发的精准度以降低获客成本，实
施客户风险等级管理以降低违约率，围绕客户需求深度开发客户价值，牢固树
立正确的服务意识，提高服务水平，以提升客户满意度，延长客户生命周期减
少客户流失，组建专业化的客户管理团队等。
本文旨在提出将客户关系管理的相关理论系统性的用于对选定融资租赁公
司的分析，通过强调客户关系管理对融资租赁公司的重要性，帮助企业将优化
客户关系管理上升到战略高度。本文通过对所选公司的客户关系管理现状进行
分析，发现存在的问题以及服务弱项，针对性地提出改进和优化对策，使公司
的客户关系管理系统明显升级，对其长远发展具有重要的实践意义。
关键词：客户关系管理融资租赁客户生命周期客户满意度
I

摘要
Abstract
Under the current economic situation, China's financial leasing
industry has reached a new stage of development. While the market
scale continues to expand, the industry is also facing unprecedented
pressure of survival and competition. In order to improve their
competitiveness, improve market share, financing lease industry
market participants must focus on their customers, and take the
customer relationship management as the breakthrough point. As long
as they did so, their management would improve, the management
structure would be optimized, customer stickiness level would be
strengthened, and corporate resources would be allocated more
efficiently, thus achieve the enterprise's final goal——maximizing
its profit. Thus，in the new development stage, the optimization of
customer relationship management is of great significance to the
financial leasing industry.
This article selects the represented financial leasing company A
as the study object, puts customer relationship management and
related customer, customer segmentation, customer life cycle and the
theory of customer satisfaction and loyalty as the theoretical
foundation。By applying study method such as questionnaire survey,
field visits and other means to customer relationship management of
company A, the author found company A face several problems: high
consumer acquisition cost, high cost of customer default activist，
low excavation, customer value, customer loss and low customer
satisfaction rate and lack of professional customer management team.
In order to deal with these issues, the suggestions are: improving
customer development of precision in order to reduce customer costs,
the implementation of customer level of risk management to reduce
default rates, subdivide customer depth development value, setting
up the correct service consciousness in order to enhance customer
II

摘要
satisfaction, customer life cycle, reduce customer churn, and
establish specialized customer management team, etc.
This paper aims to put forward that the relevant theories of
customer relationship management should be systematically applied to
the analysis of selected financial leasing companies. By emphasizing
the importance of customer relationship management of financial
leasing companies, this paper will help enterprises attach
importance to customer relationship management in the strategic
perspective. By analyzing the main problems and deficiencies of
enterprise customer relationship management, this paper gives out
countermeasures of its current customer relationship management
status, which has important and practical significance for promoting
the benign development of enterprises.
Key words: customer relationship management, financial leasing,
customer life cycle, customer satisfaction
III
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