九江银行宜春分行客户关系管理的研究

发布时间：2018-08-23 07:56

【摘要】：随着目前全球经济一体化进程的加快,各个行业迅速发展,尤其是在金融行业,行业内的竞争日趋激烈。对于我国的商业银行来说,由于我国市场开发程度的不断提高,整体的市场经济体制的完善和成熟,使得我国商业银行在经营产品和开展业务的过程中正面临着前所未有的激烈竞争。近些年来,一些西方发达国家的商业银行逐渐在我国开展业务,在一些一线城市和二线城市中,外资银行开始设立分支机构开展金融业务,使得我国的商业银行在经营和管理的过程中既要面对国内同行业的竞争对手的竞争压力,同样还要面对外资银行的竞争,为了更好地提高经营利润,很多的商业银行在我国的三线城市开始设立分支机构,将自身的业务逐渐往这些地方进行渗透。总的来说,现代商业银行的竞争归根结底还是争夺客户资源,提高业务经营利润的竞争,对于银行这种盈利性机构来说,优质的高端客户更能够为银行在激烈的竞争中占据一席之地提供有效的保障,因此,越来越多的商业银行在发展的过程中开始注重客户关系维护和客户关系管理工作。本文从商业银行客户关系管理出发,对目前国内外客户关系管理的相关研究成果进行概述,通过先进的国内外研究成果,同时以九江银行宜春分行为研究的对象,分析其客户关系管理工作的具体内容,主要通过对九江银行客户关系管理的原理、客户的整体结构以及客户维护的具体措施,对九江银行宜春分行的客户关系进行全面的概况和总结,直观的展示九江银行宜春分行的客户关系管理工作的现状。同时,九江银行宜春分行在开展客户关系管理的过程中还存在一些问题,这些问题的存在都不利于九江银行宜春分行顺利的开展金融业务,本文从九江银行宜春分行内部管理和外部竞争的角度分析九江银行宜春分行客户关系管理工作存在的问题,并结合国内外的研究成果,建立一套合理的客户关系管理体系,并针对九江银行宜春分行客户关系管理工作提出自己的建议,为九江银行宜春分行能够更好地开展客户关系管理工作,促进九江银行宜春分行各项业务的发展贡献自己的力量。
[Abstract]:With the acceleration of the process of global economic integration, various industries are developing rapidly, especially in the financial industry, the competition in the industry is becoming increasingly fierce. For commercial banks in our country, due to the continuous improvement of market development in our country, the overall market economy system is perfect and mature. Commercial banks in our country are facing unprecedented fierce competition in the process of operating products and business. In recent years, commercial banks in some western developed countries have gradually started to operate in China. In some first-tier cities and second-tier cities, foreign banks have begun to set up branches to carry out financial business. In the process of operation and management, the commercial banks in our country have to face the competitive pressure from their domestic competitors in the same industry as well as the competition from foreign banks, in order to better improve the operating profit. Many commercial banks begin to set up branches in the third tier cities of our country, and gradually infiltrate their own business into these places. In general, the competition of modern commercial banks is ultimately the competition for customers' resources and the improvement of business operating profit. For the profit-making organizations such as banks, High-quality high-end customers can provide effective protection for banks in the fierce competition. Therefore, more and more commercial banks begin to pay attention to customer relationship maintenance and customer relationship management in the process of development. Based on the customer relationship management of commercial banks, this paper summarizes the current domestic and foreign customer relationship management research results, through advanced domestic and foreign research results, while taking Jiujiang Bank Yichun Branch as the research object. This paper analyzes the concrete contents of customer relationship management, mainly through the principle of customer relationship management of Jiujiang Bank, the overall structure of customers and the specific measures of customer maintenance. The general situation and summary of customer relationship of Yichun Branch of Jiujiang Bank are summarized, and the current situation of customer relationship management of Yichun Branch of Jiujiang Bank is displayed intuitively. At the same time, there are still some problems in the process of carrying out customer relationship management in the Yichun Branch of Jiujiang Bank. These problems are not conducive to the smooth development of financial business by the Yichun Branch of Jiujiang Bank. From the angle of internal management and external competition of Yichun Branch of Jiujiang Bank, this paper analyzes the problems existing in customer relationship management of Yichun Branch of Jiujiang Bank, and establishes a set of reasonable customer relationship management system based on domestic and foreign research results. It also puts forward some suggestions for the customer relationship management of Yichun Branch of Jiujiang Bank, which will contribute to the development of all kinds of business in Yichun Branch of Jiujiang Bank, so that the branch can better carry out the work of customer relationship management and promote the development of all kinds of business of Yichun Branch of Jiujiang Bank.
【学位授予单位】：江西师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.2;F274

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