本文選題：銀行 + 操作型　； 參考：《湖南大學(xué)》2015年碩士論文

【摘要】：OCRM概念引入中國已有數(shù)年,隨著網(wǎng)絡(luò)技術(shù)的不斷發(fā)展,以客戶為核心的戰(zhàn)略導(dǎo)向已成為銀行業(yè)的發(fā)展趨勢。近年來,銀行業(yè)不斷對客戶行為進(jìn)行研究,并積極通過電子化渠道對業(yè)務(wù)流程進(jìn)行規(guī)范,一方面逐步提升客戶對銀行的忠誠度和滿意度,同時也能有效為企業(yè)提供決策輔助,幫助企業(yè)共同成長,實現(xiàn)銀行和企業(yè)之間雙贏的目標(biāo)。本文以某銀行為對象,根據(jù)其業(yè)務(wù)特征,實現(xiàn)了客戶信息整合、自動甄選等功能,所建設(shè)OCRM系統(tǒng)具備業(yè)務(wù)流程管理和客戶管理兩大部分。業(yè)務(wù)流程管理部分是針對對公客戶經(jīng)理營銷業(yè)務(wù)流程進(jìn)行管理,包括任務(wù)管理、活動管理、服務(wù)團(tuán)隊、業(yè)績考核功能模塊;客戶管理部分則是在業(yè)務(wù)流程中形成的數(shù)據(jù)基礎(chǔ)上,對客戶信息和業(yè)務(wù)信息進(jìn)行管理,主要包括:客戶信息、客戶調(diào)整、客戶分配等模塊的內(nèi)容。從而達(dá)到提高效率、精細(xì)管理的目的。本文利用成熟的AJAX、ASP網(wǎng)絡(luò)技術(shù)、SQL Server數(shù)據(jù)庫技術(shù)等,并依托面對對象的JAVA語言,實現(xiàn)了商業(yè)銀行操作性客戶關(guān)系系統(tǒng),該系統(tǒng)在邏輯設(shè)定上采用B/S模型,大致可分為四層:客戶層(建立信息)、Web層(傳遞信息)、應(yīng)用層(處理及反饋信息)及數(shù)據(jù)庫層(信息生成)。最終,通過搭建軟硬件環(huán)境,對OCRM系統(tǒng)的功能進(jìn)行測試,測試結(jié)果表明,該系統(tǒng)可提供穩(wěn)定的功能服務(wù),為銀行管理和決策提供支撐。通過對該課題的研究,有助于銀行通過對客戶的梳理和篩選,進(jìn)行信息分析,完善客戶關(guān)系管理,提升競爭力。
[Abstract]:The concept of OCRM has been introduced into China for several years. With the continuous development of network technology, customer-centered strategic orientation has become the development trend of the banking industry. In recent years, the banking industry has constantly studied customer behavior, and has been actively standardizing business processes through electronic channels. On the one hand, it can gradually enhance customer loyalty and satisfaction to the bank, and at the same time, it can effectively provide decision-making assistance for enterprises. Help the enterprise grow together, realize the double-win goal between the bank and the enterprise. This paper takes a bank as an object, according to its business characteristics, realizes the functions of customer information integration, automatic selection, etc. The OCRM system has two parts: business process management and customer management. The part of business process management aims at managing the marketing business process of the public account manager, including task management, activity management, service team, performance evaluation function module, and customer management part is based on the data formed in the business process. Management of customer information and business information, including: customer information, customer adjustment, customer distribution module content. In order to achieve the purpose of improving efficiency and fine management. This paper makes use of the mature Ajax ASP network technology and SQL Server database technology, and relies on the JAVA language to face the object, realizes the operational customer relationship system of the commercial bank. The system adopts the B / S model in the logic setting. It can be roughly divided into four layers: the client layer (building information / Web layer), the application layer (processing and feedback) and the database layer (information generation layer). Finally, the function of OCRM system is tested by setting up software and hardware environment. The test results show that the system can provide stable functional services and provide support for bank management and decision-making. Through the research of this subject, it is helpful for banks to analyze the information, perfect the customer relationship management and enhance the competitiveness through the sorting and screening of customers.
【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：TP311.52

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 劉興明;;基于數(shù)據(jù)挖掘的商業(yè)銀行客戶關(guān)系管理研究[J];計算機(jī)光盤軟件與應(yīng)用;2014年12期

2 祝婕;;商業(yè)銀行完善客戶關(guān)系管理策略[J];現(xiàn)代金融;2013年02期

3 李瑛琦;;商業(yè)銀行客戶關(guān)系管理研究[J];商業(yè)經(jīng)濟(jì);2012年18期

4 呂斌;;商業(yè)銀行客戶關(guān)系管理應(yīng)用實施戰(zhàn)略研究[J];浙江金融;2012年04期

5 任穎;;我國商業(yè)銀行客戶關(guān)系管理現(xiàn)狀及對策[J];合作經(jīng)濟(jì)與科技;2012年07期

6 張華;;長尾理論在商業(yè)銀行客戶關(guān)系管理中的應(yīng)用探討[J];海南金融;2012年03期

7 鄭昕;;關(guān)于商業(yè)銀行客戶關(guān)系管理的再思考[J];市場周刊(理論研究);2012年01期

8 趙恒華;;從客戶忠誠視角探尋銀行客戶關(guān)系管理[J];現(xiàn)代金融;2012年01期

9 謝濤;;商業(yè)銀行高端客戶關(guān)系管理淺析[J];今日財富(金融發(fā)展與監(jiān)管);2011年12期

10 呂凱;劉釗源;;商業(yè)銀行客戶關(guān)系管理客戶細(xì)分策略分析[J];中國金融電腦;2011年09期

相關(guān)碩士學(xué)位論文 前3條

1 李智娟;建設(shè)銀行云南省分行客戶關(guān)系管理問題研究[D];長春理工大學(xué);2010年

2 鄭燕紅;基于關(guān)系營銷視角的我國壽險營銷渠道研究[D];湖南大學(xué);2007年

3 宋曉賁;CCB銀行HN分行CRM若干問題研究[D];電子科技大學(xué);2004年

，

本文編號：1883020