本文選題：客戶關(guān)系管理　切入點(diǎn)：營銷管理　出處：《遼寧科技大學(xué)》2016年碩士論文　論文類型：學(xué)位論文

【摘要】：銀行日常經(jīng)營運(yùn)行中,什么最重要,不是服務(wù),不是產(chǎn)品而是客戶資源。因此如何維護(hù)好客戶資源,有效利用客戶資源成為一項(xiàng)亟待解決的新課題�？蛻粼阢y行開戶過程中產(chǎn)生很多數(shù)據(jù),例如:姓名,聯(lián)系方式,住址,生日等重要信息。或者客戶在消費(fèi)過程中產(chǎn)生的交易記錄也可以使銀行更多的了解客戶的消費(fèi)習(xí)慣,從而為客戶量身定制產(chǎn)品。本文從銀行客戶關(guān)系管理系統(tǒng)的總體設(shè)計(jì)著手,結(jié)合我國銀行目前擁有和使用的客戶關(guān)系管理系統(tǒng)進(jìn)行分析,設(shè)計(jì)并實(shí)現(xiàn)符合現(xiàn)代銀行客戶關(guān)系管理需求并適應(yīng)未來發(fā)展的銀行客戶管理系統(tǒng)系統(tǒng)。本文首先簡單介紹了銀行客戶關(guān)系及其管理的背景和現(xiàn)實(shí)意義,對國內(nèi)外在銀行客戶關(guān)系領(lǐng)域的管理研究現(xiàn)狀做了一個(gè)簡單的介紹;敘述了設(shè)計(jì)和實(shí)現(xiàn)客戶關(guān)系管理系統(tǒng)所需要的相關(guān)理論和技術(shù);給出了銀行客戶關(guān)系管理系統(tǒng)的需求分析的主要內(nèi)容,其中包括用戶需求分析和系統(tǒng)功能需求分析;給出了銀行客戶關(guān)系管理系統(tǒng)的設(shè)計(jì)方案和實(shí)現(xiàn)細(xì)節(jié),其中主要介紹了系統(tǒng)框架結(jié)構(gòu)的設(shè)計(jì)、系統(tǒng)功能結(jié)構(gòu)、以及系統(tǒng)數(shù)據(jù)庫的設(shè)計(jì);設(shè)計(jì)方案包括了營銷管理、客戶管理以及服務(wù)管理等模塊的設(shè)計(jì);最后給出了系統(tǒng)的測試過程的描述,主要測試了系統(tǒng)的基本功能和主要性能這兩個(gè)方面。
[Abstract]:In the daily operation of banks, what is most important is not service, not products, but customer resources. The effective use of customer resources has become a new issue to be solved urgently. Customers generate a lot of data in the process of opening bank accounts, such as name, contact information, address, Birthday and other important information. Or the transaction records generated by customers in the process of consumption can also enable banks to learn more about customer consumption habits, thus customizing products for customers. This article starts with the overall design of the bank customer relationship management system. Combined with the customer relationship management system owned and used by Chinese banks at present, This paper designs and implements a bank customer management system which meets the needs of modern bank customer relationship management and adapts to the future development. Firstly, this paper briefly introduces the background and practical significance of bank customer relationship management. This paper gives a brief introduction to the current situation of the management research in the field of bank customer relationship at home and abroad, and describes the relevant theories and techniques needed to design and implement the customer relationship management system. The main contents of the requirement analysis of the bank customer relationship management system are given, including the user requirement analysis and the system function requirement analysis, the design scheme and the implementation details of the bank customer relationship management system. It mainly introduces the design of the system frame structure, the system function structure and the design of the system database, including the design of the marketing management, the customer management and the service management, etc. Finally, the test process of the system is described. The basic function and main performance of the system are mainly tested.
【學(xué)位授予單位】：遼寧科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：TP311.52

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