工商银行高新支行客户营销管理系统的研究与分析

发布时间：2018-05-18 13:05

本文选题：客户营销管理 + 中国工商银行　；参考：《云南大学》2015年硕士论文

【摘要】：近年来,我国的经济呈现出新的发展态势,与此同时每个行业之间的竞争也相继出现白热化现象,金融行业也不例外,客户是银行的上帝,随着人们对服务质量要求的提高,“以客户为中心”的服务理念逐渐成为了金融行业追求的目标,客户资源的管理成为了当代银行管理的主要对象之一。针当下的情况进行分析不难发现,怎样为客户带去更加高质量的服务,如何加强对客户信息的科学化管理成为了当代银行所面临的重要问题之一,因此对银行客户管理系统的研究十分必要。本文重点对中国工商银行高新支行客户营销管理系统进行研究与分析。首先对工商银行高新支行的组织职能、业务人员及原业务流程进行了系统分析,并指出了原业务流程存在的问题。对原业务流程进行优化,主要包括基础信息流程、营销产品流程、营销服务流程、营销合同管理流程以及影响业绩管理流程优化。然后对客户营销管理系统进行了功能分析,包括角色分析、系统总体用例和子用例分析,系统总体功能包图和子功能包图分析。最后结合UML、系统分析等技术对客户营销管理系统进行了数据分析,包括基础信息、营销产品、营销合同、营销服务和营销业绩等方面的管理工作以及系统管理功能数据的探析,此外还对实体类关系、系统的数据库表进行了分析。通过本文的研究与分析,对工商银行高新支行原业务流程进行了优化,应用UML及系统分析技术设计了一套高效、易用、方便快捷的客户营销管理系统,该系统的实现不仅可以在很到程度上提高工商银行高新支行客户营销管理人员的工作效率,提高服务质量,还可以在一定程度上减少客户的出访时间,可以让客户管理人员及时的了解客户的真实需求。并且该系统的实现还可以为其它银行的客户营销管理提供参考价值和借鉴意义。
[Abstract]:In recent years, the economy of our country has presented a new development trend, at the same time, the competition among each industry has also appeared white-hot phenomenon one after another, the financial industry is no exception, the customer is the god of the bank, with the improvement of people's service quality request, The "customer-centered" service concept has gradually become the goal pursued by the financial industry, and the management of customer resources has become one of the main objects of modern bank management. By analyzing the current situation, it is not difficult to find that how to bring higher quality service to customers and how to strengthen the scientific management of customer information have become one of the important problems faced by contemporary banks. Therefore, the study of bank customer management system is very necessary. This paper focuses on the research and analysis of the customer marketing management system of Industrial and Commercial Bank of China (ICBC). Firstly, the organizational function, business personnel and the original business process of the high-tech branch of ICBC are systematically analyzed, and the problems existing in the original business process are pointed out. The optimization of the original business process includes basic information process, marketing product process, marketing service process, marketing contract management process and impact performance management process optimization. Then the function of customer marketing management system is analyzed, including role analysis, system overall use case and sub-use case analysis, system overall function package diagram and sub-function package diagram analysis. Finally, combined with UML, system analysis and other technologies, this paper analyzes the data of customer marketing management system, including basic information, marketing products, marketing contracts, marketing services and marketing performance, as well as the analysis of system management function data. In addition, the relation of entity class and the database table of the system are analyzed. Through the research and analysis of this paper, the original business process of the high-tech branch of ICBC is optimized, and a set of efficient, easy to use and convenient customer marketing management system is designed by using UML and system analysis technology. The realization of the system can not only improve the working efficiency and service quality of customer marketing managers of ICBC high-tech branch, but also reduce the visiting time of customers to a certain extent. Can let the customer manager know the customer's real needs in a timely manner. And the realization of the system can also provide reference value and significance for the customer marketing management of other banks.
【学位授予单位】：云南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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