A银行公司类客户服务改进研究

发布时间：2018-05-19 19:55

本文选题：公司授信业务 + 客户关系管理　；参考：《吉林大学》2013年硕士论文

【摘要】：近些年，我国银行业在改革中求发展，突破了政策性银行和专业银行的局限性，股份制商业银行频频成立，对于金融市场来说无疑是增添了新鲜的血液激活了这个庞大的市场，但与此同时也加剧了金融市场的竞争。随着我国对金融市场的开放，国外银行业的先进思想与创新能力的正在逐步干预并影响着我国的金融行业发展。引入竞争对于一个行业来说会促进这个行业的发展与进化，此同时它可能会对现有的金融市场带来严重的打击。虽然这只是市场规律，但如果真的发展对我国银行业的冲击，所造成的后果是无法想象的。也许正是因为预见了这样的结果，我国虽逐步对外开放了我国的金融市场，但这种开放并没有完全放开，这就给了我们改革与创新的时间，来应对这场腥风血雨。面对国内外竞争与压力，本文立足于A银行公司类客户服务，剖析在公司客户管理与公司业务发展中存在的问题。寻求提高对现有客户管理的效率以及对现有客户提供服务的改善。对于A银行来说，公司类业务是A银行利润贡献的主体。就目前的形式来看，公司业务是A银行利润的主要增长点，加强公司类客户与业务服务的管理对A银行来说有着相当重要的战略意义。本文首先介绍了A银行公司类客户服务存在的一些问题，如金融产品滞后无创新，授信业务审批流程节点多，授信业务审批时间长，信贷管理系统开发不完善与实际发生业务不能有效对接。对外营销能力不足，不能明确自己的目标客户。针对客户营销时由于服务方案设计缺乏实用性，服务水平不高，造成部分客户流失。与上级部门沟通不足，导致管理层与执行层的思想不能统一造成对客户的不便。客户经理对自己所管辖的客户了解不足，不能给客户提供客户最需要的服务与产品，导致客户与银行利益不能充分扩大。在解决问题方面，主要梳理信贷业务审批与放款的出账的流程，使之在简化的同时不影响风险的可控性，保证银行的资金安全性与收益性。对现有客户进行分类，划分为退出类，压缩类，维持类与支持类，以方便对客户的服务与管理。加强业务知识的培训，提高业务水平，敢于提出创新方案，加强对本身客户了解的同时，推进客户关系营销，对于优势行业中的优质客户的上下游提供金融链式服务，即掌握了企业的资金流向，又可使资金在系统内循环形成资金沉淀，增加了对资金监管，又提高了存款指标。与此同时供应链式环节中单一环节授信额度也降低，企业运营的周转资金需求也相应降低，，降低了企业的财务费用支出。
[Abstract]:In recent years, China's banking industry has sought to develop in the course of reform, breaking through the limitations of policy banks and professional banks, and the joint-stock commercial banks have been set up frequently, which undoubtedly adds fresh blood to the financial market and activates this huge market. But at the same time it also intensified competition in financial markets. With the opening of our country to the financial market, the advanced thought and innovation ability of the foreign banking industry are interfering and influencing the development of our country's financial industry step by step. The introduction of competition will promote the development and evolution of an industry, which may also have a severe impact on the existing financial markets. Although this is only the law of the market, if the development of the impact on China's banking sector, the consequences are unimaginable. Perhaps it is precisely because of such a result that China has gradually opened up its financial market, but the opening up has not been completely liberalized, which gives us the time for reform and innovation to cope with this bloody storm. In the face of competition and pressure at home and abroad, this paper bases on the customer service of bank A company and analyzes the problems existing in the development of customer management and business. Seek to improve the efficiency of existing customer management and service delivery to existing customers. For Bank A, corporate business is the main part of Bank A's profit contribution. At present, corporate business is the main growth point of bank A's profit, and it is very important for bank A to strengthen the management of company customer and business service. This paper first introduces some problems existing in the customer service of bank A company, such as the lack of innovation in financial products, the number of nodes in the approval process of credit business, and the long approval time of credit business. The development of credit management system is not perfect and the actual business can not be effectively docked. Lack of external marketing ability, unable to identify their target customers. Due to the lack of practicability and service level in customer marketing, some customers are lost. Lack of communication with superior departments, resulting in management and executive level thinking is not unified, causing inconvenience to customers. The account manager does not know enough about the customers under his jurisdiction and can not provide the services and products which the customers need most, resulting in the customers and the bank interests can not be fully expanded. In the aspect of solving the problem, the paper mainly combs the flow of credit approval and lending, makes it simple and does not affect the controllability of risk at the same time, so as to ensure the security and profitability of bank funds. The existing customers are classified into exit class, compression class, maintenance class and support class to facilitate customer service and management. Strengthen the training of business knowledge, improve the business level, dare to put forward innovative plans, strengthen the understanding of their own customers, promote customer relationship marketing, and provide financial chain services to the superior customers in the superior industries. It not only grasps the capital flow of the enterprise, but also causes the funds to circulate in the system to form the fund deposit, increases the supervision to the fund, and raises the deposit index. At the same time, the amount of credit granted by a single link in the supply chain is also reduced, and the working capital demand of the enterprise is also reduced accordingly, which reduces the financial expenses of the enterprise.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F832.33

【参考文献】