联系我们

论文查询结果	返回搜索

论文编号：	10128
作者编号：	2120132551
上传时间：	2018/6/9 8:55:06
中文题目：	农行客服中心基于实证分析的客户关系管理策略研究
英文题目：	Research on customer relationship management of ABC customer service center based on empirical analysis
指导老师：	白长虹
中文关键字：	农业银行；客户关系管理；服务模式；转型发展；大数据分析
英文关键字：	Agricultural Bank of China; Customer Relationship Management; Service Mode; Transformation and Development; Data Analysis
中文摘要：	进入21世纪以来，我国银行业竞争愈演愈烈，随着网络金融的兴起，传统的银行业遇到了前所未有的冲击与挑战。“物竞天择，适者生存”，国内银行业经营方式与策略的转型已势在必行。在激烈的行业竞争中，客户已成为各家商业银行争相抢占的最为宝贵的资源。如何有效的“吸引客户、留住客户、盘活客户”，即做好客户关系管理（CRM），将成为各家银行在激烈的市场竞争中获胜的关键因素。 另一方面，近20年来，在我国各行各业中，客户服务中心如雨后春笋般的出现并蓬勃发展，在银行业尤其是国有大型商业银行，更是将对客户服务的重视程度逐步提升至与业务发展相并肩的水平，成为各家银行不可或缺的重要组成部分。可以说，客服行业的成长见证了银行业竞争的加剧，为了能在银行间的竞争中脱颖而出，客服中心也在始终贡献着自己的力量。 “以客户为中心”是客服中心经营的根本理念。在客户服务行业飞速发展的今天，又好又快的服务客户，满足客户需求是客服中心追求的终极目标。但由于中国银行业客服中心起步相对较晚，对“以客户为中心”的实践大多仍处于表层阶段。深入了解客户需求，为客户提供专业化“一对一”的服务，目前仍是我国银行业客服中心所欠缺的。同时，客服中心作为银行与客户之间的纽带，沟通的桥梁，在实践客户关系管理中有着无可比拟的天然优势。因此，为了促进银行业务发展，借助客服中心的力量深化客户关系管理应是各家银行在今后业务发展中需要重点思考和研究的任务。 本文基于我国商业银行客户关系管理的理论，结合我国银行业客服中心发展现状，站在以客服中心转型发展带动商业银行业务转型升级的视角，通过实例分析，将农业银行客户服务中心作为本篇论文实证分析的对象，探索性的研究农业银行客服中心如何利用现有业务资源、业务数据实施客户关系管理，如何将客户关系管理纳入日常业务管理体系并有效的加以利用，如何在激烈的竞争环境中实现客服中心的转型发展，逐步实现成本中心向利润中心的转变，从而实现对全行业务发展起到促进作用的根本目标。
英文摘要：	Since the beginning of the 21st century, the competition of banking industry in our country has become increasingly fierce. With the rise of network finance, the traditional banking industry has met with unprecedented impact and challenge. Natural selection, survival of the fittest. Domestic banking management mode and strategy transformation is imperative.In the fierce industry competition, the customer has become the most precious resource which each commercial bank competes to seize. How to effectively attract customers, retain customers and invigorate customers, that is, do a good job of customer relationship management, will become the key factor for banks to win in the fierce market competition. On the other hand, in the past 20 years, in various industries of our country, customer service centers have sprung up and flourished. Moreover, in the banking industry, especially in large state-owned commercial banks, the importance of customer service is gradually raised to the level of business development, which becomes an indispensable and important part of each bank. It can be said that the growth of customer service industry witnessed the intensification of banking competition, in order to be able to stand out in the competition between banks, customer service center has always contributed its strength. Customer-centered is the basic concept of customer service center management. With the rapid development of customer service industry, it is the ultimate goal of customer service center to serve customers well and quickly. However, due to the relatively late start of Chinese banking customer service center, the practice of customer-centered is still in the superficial stage. Understanding customer needs and providing professional services for customers are still lacking in customer service centers of Chinese bank. At the same time, as a bridge between bank and customer, customer service center has unparalleled advantages in the practice of customer relationship management. Therefore, in order to promote the development of banking business, deepening customer relationship management with the help of customer service center should be the task that banks should focus on in the future business development. Based on the theory of customer relationship management of commercial banks in our country and the current situation of customer service center development in China, the paper is based on the perspective of promoting the transformation and upgrading of commercial bank business with the transformation and development of customer service center. Taking the customer service center of Agricultural Bank of China as the object of empirical analysis, the paper explores how the customer service center of Agricultural Bank of China uses the existing business resources and business data to implement customer relationship management. How to bring customer relationship management into the daily business management system and make effective use of it, how to realize the transformation and development of customer service center in the fierce competition environment, and gradually realize the transformation from cost center to profit center, so as to achieve the bank's business development to play a role in promoting the fundamental goal.
查看全文：	预览  下载(下载需要进行登录)