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MBA毕业论文_中行甘肃省分行行政事业机构客户CRM改进研究(66页).rar

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更新时间:2018/8/28(发布于山东)

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文本描述
中文摘要
根据中国银监会统计数据,目前包括传统五大商业银行、政策性银行、股份
制商业银行、城市商业银行、农村商业银行、部分外资银行在华机构在内,银行
总数量将近300家,国内银行业已进入充分竞争阶段。

如何把握市场走向如何在竞争日趋激烈的情况下保持竞争优势和扩大市
场份额如何与客户建立稳固密切的长期合作关系如何提高客户的忠诚度,提
高优质客户占比、减少优质客户流失这些问题是摆在所有商业银行面前一道道
不得不认真面对的难题。

行政事业机构是指国家行政机关和具有行政管理职能的行业主管部门。随着
我国市场经济的不断发展,国家财力的显著提升,经济体制的不断健全和完善,
中央及地方财政预算也大幅增加,预算资金转移支付规模不断扩大。对于商业银
行来说,是难得的历史性发展机遇,行政事业机构业务也日益成为各商业银行竞
争的焦点。近年来,中行甘肃省分行经历了从国有专业银行到股份制商业银行的
转变,在同业激烈的业务竞争下,该行针对行政事业客户CRM存在的问题和不足
R益显著。

本文共分六个部分,通过对该行行政事业机构客户业务现状、客户关系管理
方面存在的突出问题进行深入分析的基础上,提出针对行政事业机构客户的CRM
改进策略。在研究过程中,采用了理论研究和实证分析并重的方式,在对存在问
题的研究上采取定性分析和定量分析。

在我国银行业充分竞争的大环境下,构建优化CRM必将为国内商业银行带来
全新的以客户为中心的发展战略与经营理念,有助于优化银行组织结构与业务流
程,提高企业运营效率,提升核心竞争力。

关键词:商业银行,客户关系管理,行政事业机构客户,改进策略
MBA学位论文作者:冯晓明
中行甘肃省分行行政事业机构客户CRM改进策略研究
ABSTRACT
According to statistical data of China Banking Regulatory Commission,There are nearly 300
banks including the traditional five largest commercial banks、 policy banks、joint-stock
commercial banks、city commercial banks、rural commercial banks、some foreign banks
institutions in China, Competition in the domestic banking sector has entered a fully competitive.
How to grasp market trencls,Ho\v to maintain a competitive edge in increasingly competitive
and expand market share, How to establish a stable and close long-term relationship with
customers, How to improve customer loyalty, Improve the quality customers accounted, Reduce
the loss of quality customers, All the problem Is placed in front of all commercial banks to have to
seriously face.
Administrative agencies of the state administrative organs, the army, armed police,education,
health, career, social organizations and with the administrative functions of the industry
department in charge of. With the continuous development of China's market economy, the state's
financial capacity has significantly enhanced the continued improvement of the economic system,
the central and local budget has increased significantly, the budget transfer of funds to pay have
been expanding.For commercial banks, is a rare historic opportunity for development,
administrative agency debt business is increasingly becoming the focus of all commercial banks to
compete. Bank of China, Gansu Province Branch has experienced a transition from state-owned
specialized banks into joint-stock commercial banks, In the same intense competition situation,
The growing exposure of the problems and deficiencies of the bank's customer relationship
management for corporate clients.
This article is divided into six sections, characteristics of customers through the line of
administrative agencies, in-depth analysis of customer relationship management on the basis of
proposed improvements based on the the 4Rs theory of customer relationship management
strategy. In the course of the study, using both theoretical and empirical analysis, qualitative and
quantitative analysis on the study of the problems.
In the fully competitive environment of China's banking, build to optimize CRM for domestic
commercial banks will bring completely new customer-centric development strategy and business
philosophy, helps to optimize the bank organizational structure and business processes, improve
business operationsefficiency, enhance core competitiveness.
Key words: commcrcial banks, Customer Relationship Management, Gustomcrs
of Administrative agencies , Improvement Strategies.