农行温州分行VIP客户管理系统的设计与实现

发布时间：2018-03-16 01:40

本文选题：VIP客户管理　切入点：服务管理.　出处：《电子科技大学》2014年硕士论文　论文类型：学位论文

【摘要】：客户管理作为商业银行日常管理工作的重要组成部分,其管理效率的高低直接影响了银行在市场中的竞争力。在市场竞争不断加剧的背景下,客户管理的重要性越来越突出。当前,各商业银行都开发有客户关系管理系统,但还没有针对VIP客户的信息化管理系统。本文针对农业银行温州分行的客户管理现状,探讨银行VIP客户管理系统的设计和实现方案,以期通过课题研究,提高VIP客户对银行服务的认可度和满意度。论文工作是在软件工程相关思想和方法的指导下完成的,按软件开发的步骤,分别讨论了银行VIP客户管理系统的分析、设计、实现和测试的过程。提出了利用J2EE技术和SQL Server数据库,实现基于MVC框架的系统开发方案。按此方案,最终实现的系统包括客户信息管理、客户服务管理、理财热线、短信发送等功能模块。其中,客户信息管理实现了从银行其它业务系统中导入VIP客户信息,并对这些信息进行维护;客户服务管理完成了对VIP客户服务过程的维护,实现了客户服务内容的及时查询,为市场部的营销工作提供了可靠的参考依据;理财热线是针对银行市场部销售人员而设计开发的,通过该功能模块,可以实现理财信息的发布和共享;短信发送功能实现了银行与客户之间的及时沟通,确保银行产品发布或信息变更能让客户及时知晓,间接提高了客户对银行工作的满意度。目前,论文探讨的银行VIP客户管理系统已在农业银行温州分行得到应用,从应用情况来看,该系统的使用,对于提高银行VIP客户服务工作的效率及效果有着显著成效,并为实现银行可持续发展做出了重要贡献。
[Abstract]:As an important part of the daily management of commercial banks, customer management has a direct impact on the competitiveness of banks in the market. The importance of customer management is more and more prominent. At present, every commercial bank has developed customer relationship management system, but there is no information management system for VIP customers. This paper discusses the design and implementation of bank VIP customer management system, in order to improve the recognition and satisfaction of VIP customers to the banking services through the research of the subject. The work of this paper is completed under the guidance of the related ideas and methods of software engineering. According to the steps of software development, this paper discusses the analysis, design, implementation and testing process of bank VIP customer management system, and puts forward a system development scheme based on MVC framework using J2EE technology and SQL Server database. The final implementation of the system includes customer information management, customer service management, financial hotline, short message sending and other functional modules, among which, customer information management realizes the introduction of VIP customer information from other banking business systems. Customer service management has completed the maintenance of VIP customer service process, realized the timely inquiry of customer service content, and provided reliable reference for marketing work of marketing department. The financial hotline is designed and developed for the salespeople of the marketing department of the bank. Through this function module, the financial information can be released and shared, and the SMS function can realize the timely communication between the bank and the customer. Make sure that the bank product release or information change can let the customer know in time, and indirectly improve the customer's satisfaction with the bank's work. At present, the bank VIP customer management system discussed in this paper has been applied in the Wenzhou branch of Agricultural Bank of China. From the application situation, the use of this system has remarkable effect on improving the efficiency and effect of bank VIP customer service, and has made important contribution to the realization of bank sustainable development.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP311.52

【相似文献】