本文選題：客戶關(guān)系 + 商業(yè)銀行��； 參考：《大連理工大學(xué)》2012年碩士論文

【摘要】：客戶關(guān)系管理系統(tǒng)是指采用信息技術(shù),使企業(yè)市場(chǎng)營(yíng)銷、營(yíng)銷管理、客戶服務(wù)和支持等經(jīng)營(yíng)環(huán)節(jié)的信息有序、充分、及時(shí)的在企業(yè)與客戶之間流動(dòng),實(shí)現(xiàn)客戶信息資源有效利用的管理軟件系統(tǒng)。 本文重點(diǎn)面向銀行個(gè)人金融市場(chǎng)中信用風(fēng)險(xiǎn)、市場(chǎng)銷售和服務(wù)環(huán)節(jié),建立具有行業(yè)特色的CRM系統(tǒng)。其核心思想是把客戶群體當(dāng)做企業(yè)有效的外部資源,并盡可能的納入企業(yè)的控制管理范圍,一方面是使銀行更好的把握客戶和市場(chǎng)需求,通過提供快捷、安全、周到的優(yōu)質(zhì)服務(wù)吸引和保持更多的客戶,提高銀行盈利能力：另一方面,通過提供使銀行各業(yè)務(wù)部門能夠共享客戶信息的自動(dòng)化工作平臺(tái),降低運(yùn)營(yíng)成本,規(guī)避經(jīng)營(yíng)風(fēng)險(xiǎn),整合營(yíng)銷渠道的資源,優(yōu)化和重組銀行業(yè)務(wù)處理流程。使銀行可以以更低成本、更高效率滿足客戶的需求,并與客戶建立起學(xué)習(xí)型關(guān)系,從而讓銀行可以最大程度的提高客戶滿意度集中程度,挽回失去的客戶,保留現(xiàn)有的客戶,不斷發(fā)展新客戶,發(fā)掘并牢牢把握住能給銀行帶來最大價(jià)值的客戶群。 本文主要針對(duì)目前商業(yè)銀行個(gè)人金融業(yè)務(wù)中存在的問題,根據(jù)銀行自身的條件及特點(diǎn),設(shè)計(jì)了一個(gè)商業(yè)銀行客戶信息管理系統(tǒng)。通過Logistic回歸模型、神經(jīng)網(wǎng)絡(luò)模型和其他非線性模型的設(shè)計(jì)實(shí)現(xiàn)對(duì)客戶信息管理、客戶資源管理、客戶產(chǎn)品管理、業(yè)務(wù)報(bào)表分析四個(gè)模塊功能。通過基于數(shù)據(jù)倉(cāng)庫(kù)相關(guān)技術(shù)的客戶關(guān)系管理對(duì)客戶進(jìn)行細(xì)分,建立銀行基礎(chǔ)數(shù)據(jù)平臺(tái),整合客戶資源,實(shí)現(xiàn)全面的客戶信息管理功能：包括單一客戶信息管理、客戶信用分析、目標(biāo)客戶搜索、客戶資產(chǎn)質(zhì)量分析和業(yè)務(wù)查詢與統(tǒng)計(jì)功能,為該銀行提供決策支持的管理信息,以提高其市場(chǎng)競(jìng)爭(zhēng)能力。
[Abstract]:Customer relationship management system refers to the use of information technology to make enterprise marketing, marketing management, customer service and support and other business links of information orderly, adequate, timely flow between enterprises and customers, The management software system to realize the effective use of customer information resources. This paper focuses on the credit risk, market sales and service links in the personal financial market of banks, and establishes a CRM system with industry characteristics. Its core idea is to take the customer group as the effective external resource of the enterprise, and bring it into the control and management scope of the enterprise as far as possible. On the one hand, it is to make the bank better grasp the customer and the market demand, by providing fast and safe, Good quality service to attract and maintain more customers, improve the profitability of the bank: on the other hand, by providing an automated working platform that enables bank business departments to share customer information, it can reduce operating costs and avoid operational risks. Integrate marketing channel resources, optimize and reorganize the banking business process. To enable banks to meet customers' needs at lower costs and more efficiently, and to establish learning relationships with customers, so that banks can maximize customer satisfaction concentration, restore lost customers, and retain existing customers. Constantly develop new customers, explore and firmly grasp the customer base that can bring the most value to the bank. This paper mainly aims at the problems existing in the personal financial business of commercial banks and designs a customer information management system for commercial banks according to their own conditions and characteristics. Through the design of Logistic regression model, neural network model and other nonlinear models, the functions of customer information management, customer resource management, customer product management and business report analysis are realized. Customer relationship management (CRM) based on data warehouse technology is used to subdivide customers, establish bank basic data platform, integrate customer resources, and realize comprehensive customer information management functions, including single customer information management, customer credit analysis, and customer information management. Target customer search, customer asset quality analysis and business query and statistics functions to provide the bank with decision support management information to improve its market competitiveness.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：TP311.52

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本文編號(hào)：2015306