本文關(guān)鍵詞： 個(gè)人理財(cái) 客戶關(guān)系管理 桂春支行　出處：《哈爾濱理工大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：我國(guó)個(gè)人理財(cái)業(yè)務(wù)快速發(fā)展表明,個(gè)人理財(cái)對(duì)銀行經(jīng)營(yíng)貢獻(xiàn)率不斷提高,越來(lái)越受到各家銀行的高度重視。隨著農(nóng)行的成功上市和股份制改革不斷深入,原有的經(jīng)營(yíng)理念、管理體制和營(yíng)銷于段,已跟不上個(gè)人理財(cái)業(yè)務(wù)發(fā)展的步伐。桂春支行作為農(nóng)行下屬的基層經(jīng)營(yíng)性支行,其個(gè)人理財(cái)業(yè)務(wù)的發(fā)展也面臨外部經(jīng)濟(jì)環(huán)境和內(nèi)部經(jīng)營(yíng)空間的束縛和制約,如何導(dǎo)入有效的管理戰(zhàn)略,實(shí)施可行的解決措施,是桂春支行發(fā)展個(gè)人理財(cái)業(yè)務(wù)迫切需要解決的問(wèn)題。 自從GartnerGroup最早正式提出CRM的概念后,客戶關(guān)系管理在國(guó)外逐漸受到了企業(yè)的重視,CRM以客戶為中心等理念也給企業(yè)帶來(lái)了經(jīng)營(yíng)觀念的轉(zhuǎn)變和管理體制的完善,效益得到明顯提高。在國(guó)內(nèi),隨著CRM理論的引進(jìn),搶先應(yīng)用客戶關(guān)系管理的一些行業(yè),取得了良好的效果。在農(nóng)行系統(tǒng)對(duì)客戶關(guān)系管理的認(rèn)識(shí)還停留在表層。針對(duì)農(nóng)行當(dāng)前個(gè)人理財(cái)業(yè)務(wù)發(fā)展中存在的問(wèn)題,引入客戶關(guān)系管理營(yíng)銷理念和戰(zhàn)略思想勢(shì)在必行,只有將客戶關(guān)系管理戰(zhàn)略深深植入到經(jīng)營(yíng)中,農(nóng)行才能真正踐行“以客戶為中心,以效益為目標(biāo)”的經(jīng)營(yíng)理念,才能實(shí)現(xiàn)價(jià)值最大化的最終目標(biāo)。 本文結(jié)合農(nóng)行桂春支行的經(jīng)營(yíng)現(xiàn)狀,在對(duì)該行個(gè)人理財(cái)業(yè)務(wù)進(jìn)行分析的基礎(chǔ)上,提出引入客戶關(guān)系管理解決問(wèn)題的有效途徑和服務(wù)補(bǔ)償措施,解決理財(cái)業(yè)務(wù)中存在的問(wèn)題,達(dá)到改進(jìn)理財(cái)服務(wù)、滿足客戶需求、提高客戶滿意度和忠誠(chéng)度的目的,使農(nóng)行桂春支行個(gè)人理財(cái)業(yè)務(wù)健康、快速的向前發(fā)展。
[Abstract]:The rapid development of personal finance business in China shows that the contribution rate of personal finance to banks is increasing, and it has been paid more and more attention by banks. With the successful listing of Agricultural Bank of China and the deepening of stock system reform. The original business philosophy, management system and marketing in the segment, has not been able to keep up with the pace of personal financial business development. The development of personal finance business is also facing the external economic environment and internal business space constraints and constraints, how to introduce effective management strategy, the implementation of feasible solutions. Gui Chun branch to develop personal finance business urgent need to solve the problem. Since GartnerGroup first put forward the concept of CRM, customer relationship management (CRM) has been paid more and more attention in foreign countries. The idea that CRM takes the customer as the center also brings the change of the management idea and the consummation of the management system to the enterprise, the benefit is improved obviously. In our country, with the introduction of the CRM theory. Some industries that preempted the application of customer relationship management have achieved good results. The understanding of customer relationship management in the ABC system is still on the surface. Aiming at the problems existing in the current development of personal finance business of Agricultural Bank of China. The introduction of customer relationship management marketing concept and strategic thinking is imperative. Only when the customer relationship management strategy is deeply embedded in the management, can Agricultural Bank truly practice "customer-centered". The ultimate goal of value maximization can be realized by the management idea of taking benefit as the goal. Based on the analysis of the bank's personal finance business, this paper puts forward an effective way to solve the problem by introducing customer relationship management and service compensation measures. In order to solve the problems existing in the financial management business, to improve the financial services, to meet the needs of customers, to improve customer satisfaction and loyalty, and to make the personal financial management business of the Agricultural Bank of Guangxi Branch healthy and rapid development.
【學(xué)位授予單位】：哈爾濱理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F832.3;F274

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 顏永廷;;零售業(yè)客戶忠誠(chéng)度與營(yíng)銷策略分析[J];商業(yè)研究;2009年08期

2 畢鳳霞;;我國(guó)商行發(fā)展個(gè)人理財(cái)業(yè)務(wù)的SWOT分析[J];中國(guó)城市經(jīng)濟(jì);2010年11期

3 王廣宇;客戶關(guān)系管理及其在我國(guó)商業(yè)銀行領(lǐng)域的應(yīng)用[J];金融論壇;2001年07期

4 王冬;;有效提升客戶價(jià)值——CRM在我國(guó)商業(yè)銀行的應(yīng)用[J];河北金融;2004年12期

5 郝紅強(qiáng);陶慶玲;;客戶滿意與客戶忠誠(chéng)關(guān)系分析[J];今日財(cái)富(金融發(fā)展與監(jiān)管);2011年11期

6 宗繼科;;從客戶滿意到客戶忠誠(chéng)談商業(yè)銀行客戶管理策略[J];科技信息;2010年01期

7 沈蕾;;商業(yè)銀行個(gè)人理財(cái)市場(chǎng)營(yíng)銷分析[J];中國(guó)農(nóng)業(yè)銀行武漢培訓(xùn)學(xué)院學(xué)報(bào);2007年06期

8 田永營(yíng);賈曉松;;我國(guó)商業(yè)銀行拓展理財(cái)業(yè)務(wù)的基本思路[J];河北企業(yè);2008年10期

9 陶怡;我國(guó)商業(yè)銀行實(shí)施差異化營(yíng)銷的思考[J];市場(chǎng)周刊(研究版);2005年10期

10 林承祖;商業(yè)銀行個(gè)人理財(cái)業(yè)務(wù)如何發(fā)展——兼談客戶導(dǎo)向型銀行的建立[J];上海金融;2002年07期

，

本文編號(hào)：1457802