商业银行对公客户关系管理系统的设计与实现

发布时间：2018-05-09 05:10

本文选题：对公客户管理 + 办公辅助　；参考：《山东大学》2017年硕士论文

【摘要】：在经济快速发展的新常态下,"互联网+"作为一种新的发展模式,充分发挥着集成作用以及在社会资源中的优化配置作用,计算机网络及相关科技深刻影响并冲击着我国商业银行传统业务模式,加强客户关系管理(CRM)成为我国商业银行提高市场竞争力的必然选择。从银行的专业角度来说,一个成熟的客户关系管理系统可以帮助对公客户经理更高效便捷地与客户沟通,同时对客户基本信息进行智能分析,经过不断地沟通将潜在的客户变为合作的客户,从而实现拴住老客户,挖掘潜力客户,留住一般客户的目标。本文分析了商业银行对公客户关系管理系统的背景和国内外发展现状,根据对客户关系管理的工作需求结合客户经理工作的特点,对系统做了详细的需求分析及设计。系统实现了银行对公户的信息管理、用户的管理、将对公户分为优质、潜力、一般客户的决策分类、客户转移、客户统计、系统公海、合同存档、资源共享、产品管理、银行内部发布的通知和新闻、按条件导出打印客户信息、客户预约和跟进、长传下载共享文件密码加密等功能。本人承担的主要工作是系统加密、客户分类、客户转移、公海池、客户统计、办公辅助、资源共享中的部分设计、编码及测试。该系统的特点是,系统安全上采用了加salt盐值的MD5哈希算法对客户经理的password进行加密。将客户关系管理系统与C4.5决策树算法结合起来,每当客户经理录入客户信息时,录入的客户信息与挖掘模型规则进行匹配,系统可将客户自动分为优质客户、潜力客户、一般客户三种类型,客户经理对不同的客户类型制定不同的营销方案,实现拴住老客户,挖掘潜力客户,留住一般客户的目标。该系统可以满足客户经理对客户管理、跟进的需求,并且大大提高了办公效率,客户经理可以随时精确的掌握与对公客户沟通的进度,并且避免了客户经理离职对客户资源造成流失的危害,提升了商业银行的市场竞争力。
[Abstract]:In the new normal of rapid economic development, the Internet, as a new development model, plays an integrated role and optimizes the allocation of social resources. Computer network and related science and technology deeply influence and impact the traditional business model of commercial banks in China. Strengthening customer relationship management (CRM) has become the inevitable choice for Chinese commercial banks to improve their market competitiveness. From the bank's professional point of view, a mature customer relationship management system can help public account managers communicate with customers more efficiently and easily, while at the same time conducting intelligent analysis of customers' basic information. Through continuous communication, potential customers will be transformed into cooperative customers, so as to achieve the goal of tethering old customers, tapping potential customers, and retaining ordinary customers. This paper analyzes the background of the commercial bank customer relationship management system and the development situation at home and abroad, according to the work requirements of customer relationship management combined with the characteristics of the customer manager, the system is analyzed and designed in detail. The system realizes the information management of the bank to the public household, the management of the user, divides the public household into the high quality, the potential, the general customer's decision classification, the customer transfer, the customer statistics, the system high seas, the contract archiving, the resource sharing, the product management, Bank internal release of notices and news, according to the conditions of export printing customer information, customer booking and follow-up, long download shared file password encryption and other functions. My main work is system encryption, customer classification, customer transfer, high seas pool, customer statistics, office assistance, resource sharing part of the design, coding and testing. The characteristic of the system is that the MD5 hash algorithm with salt salt value is used to encrypt the password of the account manager. The customer relationship management system is combined with the C4.5 decision tree algorithm. Whenever the customer information is entered by the customer manager, the input customer information matches with the mining model rules. The system can automatically divide the customer into high quality customers and potential customers. There are three types of customers, and the account manager makes different marketing plans for different customer types to achieve the goal of tying up old customers, tapping potential customers, and retaining ordinary customers. The system can meet the needs of customer management and follow-up, and greatly improve the efficiency of the office, the account manager can accurately grasp the progress of communication with public customers at any time. And avoid the loss of customer resources caused by the departure of customer managers, and enhance the market competitiveness of commercial banks.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52

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