本文關鍵詞：大連民生銀行客戶關系管理研究　出處：《大連理工大學》2014年碩士論文　論文類型：學位論文

  更多相關文章： 商業(yè)銀行 客戶關系管理 客戶識別 客戶開發(fā) 客戶維系

【摘要】：伴隨著經(jīng)濟全球化的挑戰(zhàn),計算機、網(wǎng)絡技術的進步和發(fā)展,金融市場的競爭也日益激烈,當代的商業(yè)銀行有著的許多金融產(chǎn)品,隨著資源信息的共享,金融產(chǎn)品的區(qū)別也越來越小,在此環(huán)境下,銀行經(jīng)營理念的轉(zhuǎn)化就顯得尤為重要,商業(yè)銀行正在轉(zhuǎn)換多年的經(jīng)營模式,過去是以市場為中心,現(xiàn)在正逐步轉(zhuǎn)向以客戶為中心提高客戶的滿意度和忠誠度成為了銀行的核心目標。那么如何留住老客戶,開發(fā)新客戶就成為了我們現(xiàn)在要攻克的難題,于是商業(yè)銀行的客戶關系管理就顯得尤為重要�？蛻絷P系管理是一種以客戶為中心的經(jīng)營策略,以計算機、網(wǎng)絡為依托,以信息技術為手段,對工作方式進行梳理規(guī)劃,能夠增強商業(yè)銀行客戶的滿意度,大大提高與客戶交流的效率。 本文結(jié)合大連民生銀行客戶關系管理現(xiàn)狀,運用關系管理理論,發(fā)現(xiàn)了大連民生銀行的客戶關系管理現(xiàn)行系統(tǒng)存在的一些問題,如組織結(jié)構(gòu)繁瑣、業(yè)務系統(tǒng)更新緩慢、客戶潛在需求不好挖掘……根據(jù)這些問題,可以確定大連民生銀行客戶關系管理的新目標,同時在調(diào)整原客戶關系管理體系的基礎上,提出了大連民生銀行自己的新方案,包含了信息系統(tǒng)的整合、數(shù)據(jù)倉庫的采集、建立、更新,客戶開發(fā)、維護、提升,最終建立了完善的指標評價體系。通過本文的研究,以期對大連民生銀行的客戶關系管理實踐提供指導,同時可供其它企業(yè)參考。
[Abstract]:With the challenge of economic globalization, the progress and development of computer and network technology, the competition of financial market is becoming more and more fierce. With the sharing of resources and information, commercial banks have a lot of financial products. The difference between financial products is becoming smaller and smaller, in this environment, the transformation of bank business philosophy is particularly important, commercial banks are changing the business model for many years, used to be market-oriented. Now we are gradually turning to customer-centered to improve customer satisfaction and loyalty has become the core goal of the bank. So how to retain the old customers, the development of new customers has become a problem we have to overcome now. As a result, customer relationship management of commercial banks is particularly important. Customer relationship management is a customer-centered management strategy, relying on computers, networks, and information technology as a means. Combing and planning the work style can enhance the customer satisfaction of commercial banks and greatly improve the efficiency of communication with customers. This paper combines the current situation of customer relationship management of Dalian Minsheng Bank, using the theory of relationship management, found some problems existing in the current system of customer relationship management of Dalian Minsheng Bank, such as cumbersome organizational structure. According to these problems, we can determine the new target of customer relationship management of Dalian Minsheng Bank, at the same time, on the basis of adjusting the original customer relationship management system. Proposed the Dalian Minsheng Bank own new plan, including the information system conformity, the data warehouse collection, the establishment, the renewal, the customer development, the maintenance, the promotion. Finally, a perfect index evaluation system is established. Through the research of this paper, the author hopes to provide guidance for the practice of customer relationship management of Dalian Minsheng Bank, and it can be used as a reference for other enterprises at the same time.
【學位授予單位】：大連理工大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F832.33

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本文編號：1372371