【摘要】： 網(wǎng)上銀行的興起，為傳統(tǒng)銀行提供了一個(gè)良好的與客戶進(jìn)行交互的平臺(tái)，加強(qiáng)和完善網(wǎng)上銀行的客戶關(guān)系管理，為客戶提供優(yōu)質(zhì)服務(wù)，并且提高客戶服務(wù)效率，使銀行能在快速變化的市場競爭中把握客戶的需求，贏得客戶及客戶的信任，從整體上降低銀行的運(yùn)營成本，就必須完善網(wǎng)上銀行的CRM體系，這對銀行的發(fā)展是具有重大意義。 網(wǎng)上銀行的客戶關(guān)系管理的原則是以客戶為中心，把客戶看作是網(wǎng)上銀行的一種無形資產(chǎn)，這種無形資產(chǎn)的增值也就意味著銀行價(jià)值的增加�？蛻絷P(guān)系管理是集中對有價(jià)值客戶的認(rèn)識(shí)、保留和發(fā)展進(jìn)行動(dòng)態(tài)的管理，個(gè)性化的客戶服務(wù)成為客戶關(guān)系管理的核心。由于客戶關(guān)系管理關(guān)注的是長期的價(jià)值關(guān)系，因此，客戶的價(jià)值、客戶的需求對于網(wǎng)上銀行來說就特別重要，，而客戶價(jià)值的細(xì)分就成為客戶關(guān)系管理的關(guān)鍵。 本文主要闡述了網(wǎng)上銀行客戶關(guān)系管理中的客戶需求信息的重要性和意義，依據(jù)網(wǎng)上銀行的個(gè)性化服務(wù)的原則和目標(biāo)，提出了客戶需求信息發(fā)掘的模型，給出了各種客戶需求信息的定義、數(shù)據(jù)結(jié)構(gòu)及其收集和處理的過程模型，和相應(yīng)的處理方法。采用相關(guān)的算法模擬客戶需求的動(dòng)向。
[Abstract]:The rise of online banking provides a good platform for traditional banks to interact with customers, strengthen and improve the customer relationship management of online banking, provide high quality services for customers, and improve customer service efficiency. So that the bank can grasp the customer's demand in the rapidly changing market competition, win the trust of the customer and customer, and reduce the operation cost of the bank as a whole, it is necessary to perfect the CRM system of the online bank, which is of great significance to the development of the bank. The principle of customer relationship management of online banking is to take the customer as the center and regard the customer as an intangible asset of the online bank. The increment of this intangible asset also means the increase of the bank value. Customer relationship management (CRM) is a dynamic management that focuses on the understanding, retention and development of valuable customers, and personalized customer service becomes the core of CRM. Because customer relationship management is concerned with long-term value relationship, customer value and customer demand are especially important for online banking, and customer value segmentation becomes the key of customer relationship management. This paper mainly expounds the importance and significance of customer demand information in customer relationship management of online banking, and puts forward a model of customer demand information mining according to the principles and objectives of personalized service of online banking. The definition, data structure, the process model of collecting and processing, and the corresponding processing methods are given. Related algorithms are used to simulate the trend of customer demand.
【學(xué)位授予單位】：山東科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2006
【分類號】：TP311.13

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本文編號：2277367