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证券公司客户是目前商业银行重要的同业客户之一。本文所指的证券公
司客户主要是指和商业银行建立起合作关系，与商业银行进行相关业务关系
的证券公司。证券公司在目前持续开展传统的承销业务、经纪业务和自营业
务的基础上，也正在大力向证券投资基金管理、投行业务、资本中介业务等
创新业务领域发展。证券公司在自身业务开展过程中也面临着政策、融资、
网点、客户、成本等一系列问题，因而，在其发展过程中，也有与商业银行
加强合作的迫切愿望
J 银行上海市分行为上海市内最有实力的国有商业银行之一，与市内各
大证券公司和证券营业部有着广泛、密切的合作。在金融同业日益融合的趋
势下，J 行上海市分行与证券公司客户合作的业务越来越多，合作模式越来
越复杂。摘要
II
由于上海的金融都市背景，驻地在上海的证券公司数量众多，客户质量
层次高低不一。J 行上海市分行在客户管理上存在较多难点，如在有限的资
源里如何选择重点合作客户、如何建立差异化的客户管理体系等等
本文通过对 J 行上海市分行的证券公司客户进行全面的调研，系统地总
结出其客户现状，在定性和定量的分析基础上，构建客户分类评价模型，将
J 行上海市分行的证券公司客户进行分类，随后针对不同类别的客户研究其
对应的客户管理模式
关键词 商业银行 客户分类 客户管理 分类评价模型Abstract
III
RESEARCH ON THE CUSTOMER MANAGEMENT OF
SECURITIES COMPANIES OF BANK J
ABSTRACT
Since the 21st century, economic globalization and the interest rate marketing has
become a tidal wave that swept the country in the fast and furious. In this process, traditional
commercial banks, which provide financial clearing services for international trade and
companies operations, must find a new profit growth point and new revenue-generating
services, in order to meet the growing demand for diversified financial services. In the
current general trend of China's financial industry from separate operation to mixed
operation, commercial banks gradually into other areas of financial such as securities,
futures, insurance, and gradually provide more comprehensive coverage of financial services,
and have a full range of business cooperation with financial industry customers . But how to
manage these customers well has become a new topics for commercial banks to explore.
This paper selects an army of the financial industry in the area of securities --- securities
companies, to analysis the customer management in terms of commercial banks.
Securities companies is one of the important industry customers for commercial banks
currently. The securities companies referred to herein mainly refers to those who establish
cooperative relations with commercial banks and related to business relationships with banks.
Based on presently ongoing traditional underwriting, brokerage and proprietary business ,
securities company is also vigorously entering into the securities investment fund
management, investment banking, capital intermediary business and other innovative
business sectors. Securities company is also facing problems of policy, financing, outlets,
customers, costs and other issues in its own business development process. So in this process,
it has an urgent desire to strengthen cooperation with commercial banks.
Bank J Shanghai Branch, one of the most powerful state-owned commercial banks in
Shanghai, has extensive and close cooperation with the city's major securities companies and
securities business departments. In the trend of increasing integration of the financialAbstract
IV
services industry, Bank J Shanghai Branch has more and more business in cooperation with
securities companies clients, and the model of cooperation becomes more complex.
Due to the background of financial metropolis of Shanghai, it has a large number of
securities companies registered in Shanghai, and the customers quality level is uneven.
There are lots of difficulties for Bank J Shanghai Branch in customers management, such
how to select key cooperation customers with limited resources, how to create differentiated
customer management system and so on.
Based on the comprehensive survey of securities companies clients of Bank J
Shanghai Branch, this paper conducts a systematically summarizes of the status of their
customers, and based on both qualitative and quantitative analysis, builds a customer
classification and evaluation model, classify securities companies clients of Bank J Shanghai
Branch, and then study the corresponding customer management mode for different types of
customers.
Written by Xingyun Shen(MBA)
Supervised by Yong Li
KEYWORDS commercial bank, customer classification, customer management,
classification and evaluation model目录
- V -
目录
摘要. I
Abstract .....III
第一章 绪论...........1
1.1 研究的背景及意义 ..1
1.2 研究的内容与方法 .2
1.2.1 研究内容 ..........2
1.2.2 研究方法 ..........3
1.2.3 研究创新之处 ..3
1.3 相关文献综述 .........4
1.3.1 客户关系管理相关理论 ..........4
1.3.2 证券公司内涵及与商业银行关系回顾 ..........9
1.3.3 国内证券公司评价方法概述 12
第二章 J 银行上海市分行证券公司客户现状分析.......15
2.1 J 银行上海市分行简介 ....15
2.2 证券市场行业现状分析 ....16
2.2.1 行业整体现状 16
2.2.2 上海地区现状 18
2.3 J 银行上海市分行证券公司客户业务合作及管理现状 19
2.3.1 业务合作现状 19
2.3.2 客户管理中存在的问题 ........21
第三章 证券公司客户分类评价模型构建 .........23
3.1 构建证券公司客户分类评价模型的意义 23
3.2 证券公司客户分类评价模型的指标选取 24
3.2.1 分类评价模型的指标选取原则 ........24
3.2.2 证券公司综合实力的评价指标选取 26
3.2.3 证券公司综合贡献的评价指标选取 28
3.3 确定分类评价模型的指标权重 ....29
3.4 完善证券公司客户分类评价模型 36
第四章 J 银行上海市分行证券公司客户分类研究.......38
4.1 研究对象选取 .......38
目录
4.1.1 选取标准 ........38
4.1.2 数据来源 ........39
4.2 具体指标计算 .......39
4.2.1 数据预处理 ....39
4.2.2 计算过程 ........41
4.3 客户分类结果 .......43
第五章 J 银行上海市分行证券公司客户管理对策建议...........46
5.1 客户分类评价矩阵的应用 ...........46
5.2 客户分类管理对策建议 ....47
5.2.1 核心客户管理对策建议 ........48
5.2.2 价值客户管理对策建议 ........49
5.2.3 一般客户管理对策建议 ........50
5.2.4 潜力客户管理对策建议 ........50
结论...........52
参考文献...53
致谢...........55
图表目录
图表目录
图 3-1 证券公司客户分类评价模型框架24
图 3-2 证券公司客户分类评价模型矩阵37
图 4-1 J 银行上海市分行证券公司客户分类情况 .........43
图 5-1 证券公司客户分类评价模型矩阵46
表 2-1年上海地区证券公司市场份额前十排名...15
表 2-2 证券公司业务结构15
表 2-3 J 银行上海市分行与证券公司客户的主要业务合作模式 .........20
表 3-1 证券公司综合实力评价指标体系15
表 3-2 证券公司综合贡献评价指标体系15
表 3-3 “1-9 标度”的含义........30
表 3-4 关于“综合实力”的判断矩阵....31
表 3-5 关于“综合贡献”的判断矩阵....31
表 3-6 关于“规模实力”的判断矩阵....32
表 3-7 关于“能力因素”的判断矩阵....32
表 3-8 关于“客户贡献”的判断矩阵....32
表 3-9 关于“产品规模”的判断矩阵....32
表 3-10 1~10 阶判断矩阵对应的 RI 值...33
表 3-11 关于“综合实力”的判断矩阵、权重值及一致性校验..........34
表 3-12 关于“综合贡献”的判断矩阵、权重值及一致性校验..........34
表 3-13 关于“规模实力”的判断矩阵、权重值及一致性校验..........34
表 3-14 关于“能力因素”的判断矩阵、权重值及一致性校验..........34
表 3-15 关于“客户贡献”的判断矩阵、权重值及一致性校验..........35
表 3-16 关于“产品规模”的判断矩阵、权重值及一致性校验..........35
表 3-17 证券公司综合实力各评价指标权重......35
表 3-18 证券公司综合贡献各评价指标权重......35
表 4-1 10 家证券公司基本情况...39
表 4-2 证券公司综合实力各指标排名及得分情况........41
表 4-3 证券公司综合贡献各指标排名及得分情况........41
表 4-4 证券公司分类评价总得分42
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