本文選題：客戶服務(wù)體系　切入點：商業(yè)銀行　出處：《西安科技大學(xué)》2017年碩士論文

【摘要】：近年來,隨著市場經(jīng)濟(jì)的快速發(fā)展,金融機(jī)制的不斷健全,客戶服務(wù)體系已成為銀行的重要戰(zhàn)略決策之一,作為銀行的重要資產(chǎn)和資源,客戶對銀行服務(wù)的導(dǎo)向作用較大。銀行在為客戶提供服務(wù)過程中,通過構(gòu)建客戶服務(wù)體系、客戶關(guān)系管理體系,以此達(dá)到提升客戶滿意度、增強(qiáng)銀行市場核心競爭力的目的。那么如何構(gòu)建完善的客戶服務(wù)體系,面向客戶提供多元化、多樣性服務(wù),是銀行當(dāng)前面臨的重大研究文之一。本文在對銀行客戶服務(wù)體系相關(guān)理論、商業(yè)銀行服務(wù)發(fā)展歷程、新常態(tài)下銀行業(yè)的發(fā)展特點及服務(wù)體系變化趨勢進(jìn)行論述的基礎(chǔ)上,對中國銀行SM支行客戶服務(wù)體系的內(nèi)容、模塊、建設(shè)情況及服務(wù)滿意度情況進(jìn)行調(diào)研分析,總結(jié)得出中國銀行SM支行客戶服務(wù)體系存在的問題包括:客戶服務(wù)能力有待提升、客戶服務(wù)團(tuán)隊建設(shè)有待完善、客戶服務(wù)管理內(nèi)部溝通不暢和客戶分析工作不到位。導(dǎo)致其存在問題的原因主要包括:客戶服務(wù)理念與戰(zhàn)略缺失、客戶價值判斷和服務(wù)配置不合理和人力資源管理機(jī)制不健全�；谀壳按嬖诘膯栴},提出中國銀行SM支行服務(wù)體系優(yōu)化的措施。主要包括:提升客戶服務(wù)能力、建立高素質(zhì)的從業(yè)人才隊伍、加強(qiáng)客戶評價和細(xì)分服務(wù)、完善客戶關(guān)系的管理信息系統(tǒng)、完善人力資源優(yōu)化配置和加強(qiáng)智慧性銀行建設(shè)。
[Abstract]:In recent years, with the rapid development of market economy and the continuous improvement of financial mechanism, customer service system has become one of the important strategic decisions of banks, as an important asset and resource of banks. In the process of providing customer service, banks can improve customer satisfaction by constructing customer service system and customer relationship management system. The purpose of enhancing the core competitiveness of the bank market. Then how to build a perfect customer service system to provide diversified and diversified services to customers, It is one of the most important research papers that banks are facing at present. Based on the related theory of bank customer service system, the development history of commercial bank service, the development characteristics of banking industry under the new normal and the trend of service system change, Based on the investigation and analysis of the contents, modules, construction and service satisfaction of the customer service system of SM Branch of Bank of China, the author concludes that the problems in the customer service system of SM Branch of Bank of China include: the ability of customer service needs to be improved. The construction of customer service team needs to be improved, the internal communication of customer service management is not smooth and the work of customer analysis is not in place. The customer value judgment and service allocation are unreasonable and the human resource management mechanism is not perfect. Based on the existing problems, the paper puts forward the measures to optimize the service system of SM Branch of Bank of China. It is necessary to establish a team of highly qualified professionals, strengthen customer evaluation and subdivision services, perfect the management information system of customer relations, perfect the optimal allocation of human resources and strengthen the construction of intelligent banks.
【學(xué)位授予單位】：西安科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F274;F832.33

【參考文獻(xiàn)】

相關(guān)期刊論文 前1條

1 鄭雙怡,馬自欣;論我國商業(yè)銀行實施CRM策略[J];經(jīng)濟(jì)師;2003年10期

，

本文編號：1658106