A银行客户关系管理系统的设计与实现

发布时间：2018-06-13 20:27

本文选题：客户关系 + 商业银行　；参考：《大连理工大学》2012年硕士论文

【摘要】：客户关系管理系统是指采用信息技术,使企业市场营销、营销管理、客户服务和支持等经营环节的信息有序、充分、及时的在企业与客户之间流动,实现客户信息资源有效利用的管理软件系统。本文重点面向银行个人金融市场中信用风险、市场销售和服务环节,建立具有行业特色的CRM系统。其核心思想是把客户群体当做企业有效的外部资源,并尽可能的纳入企业的控制管理范围,一方面是使银行更好的把握客户和市场需求,通过提供快捷、安全、周到的优质服务吸引和保持更多的客户,提高银行盈利能力：另一方面,通过提供使银行各业务部门能够共享客户信息的自动化工作平台,降低运营成本,规避经营风险,整合营销渠道的资源,优化和重组银行业务处理流程。使银行可以以更低成本、更高效率满足客户的需求,并与客户建立起学习型关系,从而让银行可以最大程度的提高客户满意度集中程度,挽回失去的客户,保留现有的客户,不断发展新客户,发掘并牢牢把握住能给银行带来最大价值的客户群。本文主要针对目前商业银行个人金融业务中存在的问题,根据银行自身的条件及特点,设计了一个商业银行客户信息管理系统。通过Logistic回归模型、神经网络模型和其他非线性模型的设计实现对客户信息管理、客户资源管理、客户产品管理、业务报表分析四个模块功能。通过基于数据仓库相关技术的客户关系管理对客户进行细分,建立银行基础数据平台,整合客户资源,实现全面的客户信息管理功能：包括单一客户信息管理、客户信用分析、目标客户搜索、客户资产质量分析和业务查询与统计功能,为该银行提供决策支持的管理信息,以提高其市场竞争能力。
[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.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：TP311.52

【参考文献】