商業(yè)銀行客戶保持方法研究.pdf

1、哈爾濱工業(yè)大學(xué)碩士學(xué)位論文商業(yè)銀行客戶保持方法研究姓名：于建華申請學(xué)位級別：碩士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：李一軍20050601墮堡鎏三些查蘭塹塞蘭璺圭蘭堡簍蘭AbstractCustomeriSthelifelineofthebusinessbankSOitscustomerretentionisextraordinaryimportantResearchoncustomerdistinguishingfrombusinessba

2、nkabroad16％ofcustomermakes105％profitforbusinessbanwhile56％ofcustomermakesl8％profitandtheother28％makes23％deficitforbusinessbankSocustomersofbusinessbankaredifierent，andshouldbedealtdifferentlyAsystematicandeffecfivemethod

3、ofcustomerretentionwillbegivenforthedifferentcustomerstomakeagooduseofbusinessbank’Slimitedresourceandtoenrichthemethodsofbusinessbank’ScustomermanagementCustomerretentionofbusinessbankiSverycomplexrelatedtocustomerservi

4、ce，customerpsychologyandbehavioLcustomercommunication，customersatisfactionandloyaltyandSOonFirst，thedissertationarousesthethoughtofmethodsofcustomerretentionbyintroducingtheexistingmethodsandpointingouttheirdeficiencies；

5、Secondevaluatecustomers’profitcontributiontobusinessbankbyCustomerLifetimeProfit；ThirdsegmentcastomersintofivedifferentkindswhosecurrentandpotentialcontributionaredifferentaccordingtoCustomerLifetimeProfitFinallyusethema

6、xentropymodeltosolvethekeyproblemsofdifferentkindsofcustomers，andmakebusinessbankknowwhoshouldbefoCUSonandhowtodoorwhattodoTherefore，themaxentropymodelishelr)fulandmeaningfultodealwiththeproblemsofallkindsofcustomersandg