本文關(guān)鍵詞： OOPP 客戶(hù)關(guān)系管理 民生銀行　出處：《昆明理工大學(xué)》2014年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：伴隨著全球一體化的發(fā)展,金融管制的壁壘逐步瓦解,廣闊的新興市場(chǎng)上國(guó)際金融資本展開(kāi)角逐,銀行業(yè)之間的競(jìng)爭(zhēng)日益加劇。面對(duì)著市場(chǎng)如此激烈的競(jìng)爭(zhēng),銀行業(yè)必須要面臨如何促使自身競(jìng)爭(zhēng)能力的提高和獲得自身生存和發(fā)展的動(dòng)力兩大問(wèn)題。面對(duì)著兩大難題,各國(guó)銀行紛紛啟用CRM系統(tǒng)來(lái)吸引更多的客戶(hù),提高自身的行業(yè)競(jìng)爭(zhēng)力和推動(dòng)業(yè)務(wù)的迅速發(fā)展。 本文通過(guò)對(duì)民生銀行昆明分行的客戶(hù)管理現(xiàn)狀進(jìn)行分析,運(yùn)用目標(biāo)導(dǎo)向項(xiàng)目規(guī)劃(OOPP)的方法進(jìn)行系統(tǒng)并且全面的研究,得出四個(gè)主要的方面,分別為：優(yōu)化內(nèi)部組織、提升信息系統(tǒng)性能、優(yōu)化業(yè)務(wù)流程和提升客戶(hù)關(guān)系管理認(rèn)識(shí)。通過(guò)專(zhuān)家打分法,在七個(gè)方面進(jìn)行綜合考慮,最后得出對(duì)民生銀行昆明分行現(xiàn)在影響最大的是提升信息系統(tǒng)性能,最小的是優(yōu)化內(nèi)部組織,其次分別是提升客戶(hù)關(guān)系管理認(rèn)識(shí)和優(yōu)化業(yè)務(wù)流程。 針對(duì)這四個(gè)方面,本文也提出了相應(yīng)的解決意見(jiàn)。提升信息體統(tǒng)方面主要從以下三點(diǎn)展開(kāi)研究,分別是：整合信息系統(tǒng)、客戶(hù)識(shí)別和客戶(hù)維護(hù)；提升客戶(hù)關(guān)系管理認(rèn)識(shí)主要從讓銀行內(nèi)部人員正確認(rèn)識(shí)客戶(hù)關(guān)系管理在銀行經(jīng)營(yíng)中的核心作用；優(yōu)化業(yè)務(wù)流程主要是從突出核心業(yè)務(wù)流程、簡(jiǎn)化業(yè)務(wù)流程和多樣化業(yè)務(wù)流程來(lái)考慮；文中最后提到的的優(yōu)化內(nèi)部組織主要是將客戶(hù)價(jià)值作為中心,并成立與它相對(duì)應(yīng)的專(zhuān)門(mén)的客戶(hù)服務(wù)機(jī)構(gòu),對(duì)此想法進(jìn)行深入探討和研究。
[Abstract]:With the development of global integration, the barriers of financial regulation are gradually disintegrating, the international financial capital is competing in the vast emerging markets, and the competition between the banks is becoming more and more intense. Banks have to face two major problems: how to improve their competitiveness and how to obtain their own survival and development power. Facing the two major problems, banks of all countries have to use CRM system to attract more customers. Improve their own industry competitiveness and promote the rapid development of business. Through the analysis of the current situation of customer management in Kunming branch of Minsheng Bank, this paper makes a systematic and comprehensive study on the method of Object-Oriented Project Planning (OOPP), and draws four main aspects. Respectively: optimize the internal organization, improve the performance of information systems, optimize business processes and enhance the understanding of customer relationship management. Through the expert scoring method, in the seven aspects of comprehensive consideration. Finally, it is concluded that the biggest impact on the Minsheng Bank Kunming Branch is to improve the performance of information systems, the smallest is to optimize the internal organization, the next is to enhance the understanding of customer relationship management and optimize the business process. In view of these four aspects, this paper also put forward the corresponding solutions. The promotion of information system mainly from the following three aspects: integration of information systems, customer identification and customer maintenance; To enhance the understanding of customer relationship management (CRM) mainly from the bank insiders to correctly understand the core role of CRM in the operation of the bank; Optimization of business processes is mainly considered from highlighting core business processes, simplifying business processes and diversifying business processes; In the last part of this paper, the internal organization of optimization is to take customer value as the center, and set up a special customer service organization corresponding to it. This idea is discussed and studied in depth.
【學(xué)位授予單位】：昆明理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類(lèi)號(hào)】：F274;F832.33

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