大连民生银行客户关系管理研究

发布时间：2018-01-03 04:26

本文关键词：大连民生银行客户关系管理研究　出处：《大连理工大学》2014年硕士论文　论文类型：学位论文

【摘要】：伴随着经济全球化的挑战,计算机、网络技术的进步和发展,金融市场的竞争也日益激烈,当代的商业银行有着的许多金融产品,随着资源信息的共享,金融产品的区别也越来越小,在此环境下,银行经营理念的转化就显得尤为重要,商业银行正在转换多年的经营模式,过去是以市场为中心,现在正逐步转向以客户为中心提高客户的满意度和忠诚度成为了银行的核心目标。那么如何留住老客户,开发新客户就成为了我们现在要攻克的难题,于是商业银行的客户关系管理就显得尤为重要。客户关系管理是一种以客户为中心的经营策略,以计算机、网络为依托,以信息技术为手段,对工作方式进行梳理规划,能够增强商业银行客户的满意度,大大提高与客户交流的效率。本文结合大连民生银行客户关系管理现状,运用关系管理理论,发现了大连民生银行的客户关系管理现行系统存在的一些问题,如组织结构繁琐、业务系统更新缓慢、客户潜在需求不好挖掘……根据这些问题,可以确定大连民生银行客户关系管理的新目标,同时在调整原客户关系管理体系的基础上,提出了大连民生银行自己的新方案,包含了信息系统的整合、数据仓库的采集、建立、更新,客户开发、维护、提升,最终建立了完善的指标评价体系。通过本文的研究,以期对大连民生银行的客户关系管理实践提供指导,同时可供其它企业参考。
[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.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.33

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