工商銀行揚州分行客戶關(guān)系管理研究.pdf

1、分類號UDCIIIIIIIIIIIlllllIIIIY3432536埸州大季YANGZHOUUNIVERSITY碩士學位論文學密級(全曰制專業(yè)學位)工商銀行揚州分行客戶關(guān)系管理研究指導(dǎo)教師姓名：申請學位級別：論文提交日期：學位授予單位：陳斌答辯委員會主席：學科專業(yè)名稱：工商管理碩士(ⅧA)論文答辯日期：2Q!墨生三旦2魚目學位授予日期：2Q!墾生互旦2壘目2018年6月AbstractIKWiththecontinuousdevelop

2、mentofChina’SeconomythefinancialindustryhasbecomemoreprosperousNewfinancialinstitutionssuchaswealthcompanies，third—partypaymentplatforms，andmicrocreditcompanieshavecontinuedtoemergeThishasbroadenedthecustomer’Sfinancials

3、erviceschannelsInrecentyears，theemergenceofprivatebanksandtherapidexpansionofcitycommercialbanksmakethecompetitioninthebankingindustryturnwhite—hotAstheworld。Slargestbank，theIndustrialandCommercialBankofChina(ICBC)paysmo

4、reattentiontocustomerrelationshipIt’Smanagementideahasexperiencedfrom”product—centricto”customercentric”，ItUSeScustomerrelationshipmanagement(CRM)toexpandnewcustomersandenhancethepotentialvalueofoldcustomers，thenachievet

5、hepurposeofconsolidatingandimprovingmarketcompetitiveness。ThispaperstartsfromtheactualoperationofICBCYangzhouBranch，combiningthetheoryofcustomerrelationshipmanagement(CRM)，accordingtothecustomerrelationshipmanagementsyst

6、em，ieideologicalconcept，technicalsupport，organizationprocessandmanagementimplementationThispaperdiscussesthestatusquoofcustomerrelationshipmanagementoftCBCYangzhouBranch，analyzestheexistingproblems，andputsforwardthecount

7、ermeasurestosolvetheproblemsandsuggestionsforimprovementThepaperfirstexplainedthebasicconceptsandtheoreticalbasisofcustomerrelationshipmanagement，theobjectivesofcommercialbank。Simplementationofcustomerrelationshipmanagem

8、ent，theideas，contentsandthesystemframeworkofcustomerrelationshipmanagementSecondlLthepaperoutlinedtheoverviewofICBCYangzhouBranchfromtheperspectivesofcustomerbaseandcompetitionstatusanddescribedthecurrentstatusofcustomer

9、relationshipmanagementinlinewiththecustomerrelationshipmanagementsystemThenthepaperobtainsthecustomer。SevaluationofthebankthroughthecustomersatisfactionsurveyoftheICBCYangzhouBranchandthereasonsforthisevaluation。Thepaper

10、combinestheinvestigationwiththestatusquotoanalyzetheproblemsexistinginthebank’Scustomerrelationshipmanagement，mainlyincludingtheweakcustomer—base，thelocationwhichisnotreasonable，theundesirabletechnologyapplication，thelac

11、kofhigh—qualitymarketingteamandotherissuesThearticlethenanalyzesthecausesoftheproblems，mainlyincludingthelackofideas，lowsystemintegration，poororganizationalstructureandsystemprocess，andinefficientimplementationofmanageme