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论文编号：	10469
作者编号：	2120163015
上传时间：	2018/12/6 16:24:56
中文题目：	建设银行青岛分行对公业务客户关系管理研究
英文题目：	Research on Customer Relationship Management of Corporate Banking in Qingdao Branch of CCB
指导老师：	任星耀
中文关键字：	对公业务，客户关系管理，建行青岛分行
英文关键字：	Corporate banking, customer relationship management, Qingdao Branch of CCB
中文摘要：	伴随着我国社会主义市场经济的快速发展，金融服务行业、金融环境发生着巨大的变化，针对商业银行的深化改革每年都作为比较重要的经济调控政策，因此，客户资源的重要性在商业银行显得越来越明显，客户是业务发展的源泉。如何把银行与客户之间的关系运用好，成为各商业银行着重解决的难题，如果策略得当、执行方案合理，那么银行与客户之间的关系将日渐融洽，银行的竞争力将逐渐提高。所以“以客户为中心”的理念在各商业银行之间贯穿着，除此之外，还需要将客户关系的相关理论运用到银行业务的经营发展中，分析客户关系实施方案，以维持住良好的客户忠诚关系，以获得长远的发展。 我国的市场竞争今后将日益加剧，客户个性化服务要求及议价能力逐渐增强，以对银行的经营提出了更高的要求。本文以建设银行青岛分行对公客户关系为研究对象，首先回顾了客户关系管理的理论，对客户关系中几个重要的关键点进行了阐述，并对客户关系管理中的管理队伍及业务流程优化进行了分析。其次对建设银行青岛分行对公客户关系管理的发展环境、优劣势进行了剖析，与青岛分行的客户关系管理现状相结合，对其中存在的问题进行了分析。最后归纳总结了理论概述和建行青岛分行客户关系管理现状的基础上，对改进的目标进行了具体的分析，提出从内部组织协调、人力资源保障、风险控制体制等方面的优化方案实施多样的保障，以此能对银行同业之间能有互相借鉴的意义。
英文摘要：	Along with the rapid development of China's socialist market economy, the financial service industry and the financial environment have undergone tremendous changes. The deepening reform of commercial banks is an important regulation and control policy every year. Therefore, the importance of customer resources is becoming more and more important in commercial banks. Obviously, the customer is the foundation of development. How to improve the relationship between banks and customers has become a difficult problem for commercial banks. If the strategy is correct and the implementation plan is reasonable, the relationship between banks and customers will gradually become more harmonious, and the competitiveness of banks will gradually increase. Therefore, the concept of “customer-centered” runs through among commercial banks. In addition, it is necessary to apply the relevant theories of customer relations to the development of banking business and analyze the implementation plan of customer relationships to maintain good Customer loyalty relationships to achieve long-term development. China's market competition will intensify in the future, and customers' personalized service requirements and bargaining power will gradually increase, which puts higher requirements on the bank's operation. This paper takes the branch of Qingdao Branch of China Construction Bank as the research object. Firstly, it reviews the theory of customer relationship management, expounds several important key points in customer relationship, and discusses the management team and business process in customer relationship management. Optimization was analyzed. Secondly, it analyzes the development environment, advantages and disadvantages of public customer relationship management of Qingdao Branch of China Construction Bank, and combines with the current situation of customer relationship management of Qingdao Branch, and analyzes the existing problems. Finally, based on the summary of the theory and the status quo of the customer relationship management of the Qingdao Branch of CCB, the specific objectives of the improvement are analyzed, and various optimization schemes such as internal organization coordination, human resource security and risk control system are proposed. Guarantee, in order to have a mutual reference between the banks.
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