公司治理视角下私人银行业务客户关系研究

发布时间：2018-04-22 05:06

本文选题：商业银行 + 公司治理　；参考：《石家庄经济学院》2013年硕士论文

【摘要】：近年来，客户关系管理的世界市场开始迅猛发展，我国各大银行在经营理念上开始由以往的仅注重“规模效益”朝着关注“客户效益”的方向发展，可以预见到，客户资源在商业银行今后的发展过程中，会占据着更为关键的地位，站在私人银行角度，研究特大各户在银行治理的作用问题有着重要意义。私人银行服务活动属于银行业务里的组成部分，它的目标客户为经济实力非常雄厚的人群，能够为富有者进行具有针对性的个人理财和投资服务。对于私人银行业务来讲，最为核心的工作就是管理相关资产、安排投资方向、按照顾客的实际需求展开个性化的服务。所以，采取私人银行业务里所使用的客户关系管理手段，能够让银行显著增进自身效率、减少资本投入、扩宽市场空间、留住和吸收大量的客户，从而建立起规范化的客户维系途径与全方位的客户服务水准，提升银行的市场竞争水平和效益，增强自身的综合实力。本文采用理论结合实际的分析方法，从公司治理的视角，探讨并构建出我国商业私人银行业务客户关系管理模式，提出了模式分析、模式选择、模式运用的策略，尤其是结合中信银行私人业务发展和客户关系管理现状，验证了私人银行业务客户关系管理模式，并对发现问题提出对策建议。本文主要内容共分为五章：第一部分对选题的研究背景、意义、国内外相应研究进行概述；第二部分对私人银行的发展、业务特点及特殊作用进行分析；第三部分对本文研究所涉及到的相关理论、方法进行阐述；第四部分从公司治理和信息技术的角度，对我国私人银行业务客户关系管理模式构建进行探讨，并给出了模式分析、模式选择和模式运用建议；第五部分在前面理论分析阐述的基础上，结合中信银行私人银行业务发展和客户关系管理现状，对中信银行私人银行业务客户关系管理问题进行分析，并给出了完善建议。
[Abstract]:In recent years, the world market of customer relationship management (CRM) has been developing rapidly, and it can be predicted that all the banks in our country have started to pay attention to the "customer benefit" from the former "scale benefit" to the direction of "customer benefit". Customer resources will occupy a more critical position in the future development of commercial banks. It is of great significance to study the role of large households in bank governance from the point of view of private banks. Private banking activities are part of the banking business, its target customers for the economic strength of the population, can be targeted for the wealthy personal finance and investment services. For private banking, the core task is to manage related assets, arrange investment direction, and carry out personalized services according to the actual needs of customers. Therefore, the use of customer relationship management in private banking can enable banks to significantly increase their own efficiency, reduce capital investment, broaden market space, retain and absorb a large number of customers. In order to establish a standardized way of customer maintenance and all-round customer service level, improve the level of market competition and efficiency of banks, enhance their comprehensive strength. In this paper, from the perspective of corporate governance, this paper discusses and constructs the customer relationship management model of commercial private bank business in our country, and puts forward the strategies of mode analysis, mode selection and mode application from the perspective of corporate governance. In particular, combined with the development of private business and the current situation of customer relationship management of CITIC Bank, this paper verifies the customer relationship management model of private banking business, and puts forward some countermeasures and suggestions to solve the problems. The main contents of this paper are divided into five chapters: the first part of the research background, significance, domestic and foreign corresponding research overview, the second part of the development of private banks, business characteristics and special role of analysis; In the third part, the related theories and methods involved in this study are expounded. In the fourth part, from the perspective of corporate governance and information technology, the construction of customer relationship management model of private banking business in China is discussed, and the model analysis is given. The fifth part is based on the previous theoretical analysis, combined with the development of CITIC Bank's private banking business and the current situation of customer relationship management. This paper analyzes the customer relationship management of CITIC Bank's private banking business and gives some suggestions.
【学位授予单位】：石家庄经济学院
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F832.2

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