發(fā)布時間：2018-01-20 06:06

  本文關(guān)鍵詞： OOPP 客戶關(guān)系管理 民生銀行　出處：《昆明理工大學》2014年碩士論文　論文類型：學位論文

【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,廣闊的新興市場上國際金融資本展開角逐,銀行業(yè)之間的競爭日益加劇。面對著市場如此激烈的競爭,銀行業(yè)必須要面臨如何促使自身競爭能力的提高和獲得自身生存和發(fā)展的動力兩大問題。面對著兩大難題,各國銀行紛紛啟用CRM系統(tǒng)來吸引更多的客戶,提高自身的行業(yè)競爭力和推動業(yè)務(wù)的迅速發(fā)展。 本文通過對民生銀行昆明分行的客戶管理現(xiàn)狀進行分析,運用目標導向項目規(guī)劃(OOPP)的方法進行系統(tǒng)并且全面的研究,得出四個主要的方面,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)流程和提升客戶關(guān)系管理認識。通過專家打分法,在七個方面進行綜合考慮,最后得出對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關(guān)系管理認識和優(yōu)化業(yè)務(wù)流程。 針對這四個方面,本文也提出了相應(yīng)的解決意見。提升信息體統(tǒng)方面主要從以下三點展開研究,分別是：整合信息系統(tǒng)、客戶識別和客戶維護；提升客戶關(guān)系管理認識主要從讓銀行內(nèi)部人員正確認識客戶關(guān)系管理在銀行經(jīng)營中的核心作用；優(yōu)化業(yè)務(wù)流程主要是從突出核心業(yè)務(wù)流程、簡化業(yè)務(wù)流程和多樣化業(yè)務(wù)流程來考慮；文中最后提到的的優(yōu)化內(nèi)部組織主要是將客戶價值作為中心,并成立與它相對應(yīng)的專門的客戶服務(wù)機構(gòu),對此想法進行深入探討和研究。
[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.
【學位授予單位】：昆明理工大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F274;F832.33

【參考文獻】

相關(guān)期刊論文 前10條

1 周湘峰;基于顧客價值的營銷策略探討[J];商業(yè)研究;2003年24期

2 林彥;蔡啟明;;客戶資源價值評價體系設(shè)計[J];商業(yè)研究;2006年03期

3 陳明亮,李懷祖;客戶價值細分與保持策略研究[J];成組技術(shù)與生產(chǎn)現(xiàn)代化;2001年04期

4 張?zhí)m霞,吳國華;CRM中的客戶分類管理[J];東北大學學報(社會科學版);2003年02期

5 劉例;淺談中資商業(yè)銀行的CRM建設(shè)[J];東莞理工學院學報;2003年01期

6 嚴建祥;通用客戶關(guān)系管理系統(tǒng)的分析與設(shè)計[J];電腦知識與技術(shù);2005年27期

7 宣鋒;客戶關(guān)系管理(CRM)是解決品牌忠誠度的最佳方法[J];工業(yè)技術(shù)經(jīng)濟;2005年03期

8 朱楓;國有商業(yè)銀行業(yè)務(wù)流程再造[J];國際金融研究;2001年09期

9 王祖和,亓霞;多資源均衡的權(quán)重優(yōu)選法[J];管理工程學報;2002年03期

10 周運錦,黃桂紅;論我國商業(yè)銀行的客戶關(guān)系管理[J];金融理論與實踐;2000年11期

，

本文編號：1447139