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论文编号：	11219
作者编号：	2320170538
上传时间：	2019/12/9 14:04:08
中文题目：	中国民生银行天津分行公司业务客户关系 管理研究
英文题目：	Research on CMBC Tianjin Branch Customer Relationship Management
指导老师：	刘建华
中文关键字：	公司业务;客户关系;客户满意;服务质量;投诉处理
英文关键字：	corporate business；Customer relations；Customer satisfaction；Quality of services；Handling of complaints
中文摘要：	近年来，随着国民经济持续发展，金融市场逐渐开放，国内银行业国际化进程有了大幅的进步。与此同时，银行作为金融体系的支柱产业，行业整体竞争环境激烈，银行之间的差异越来越小，同质化问题越发突出，竞争趋势逐渐由产品转向客户，银行凭借传统的借贷业务获取利差赚取高收益的时代已经一去不复返，银行公司业务面临巨大挑战，如何深入挖掘客户需求，维护客户关系，为客户提供更多、更合适的金融服务，培养客户粘性，是每家银行都需要深刻思考的问题。与既有建立长期、稳定的合作关系，让客户的短期依赖逐步转化为长期依赖，同时，发掘新客户，提升银行自身的竞争力。 本篇文章通过中国民生银行天津分行公司业务营销环境分析，民生银行公司业务SWOT分析，通过对民生银行公司业务的优势、劣势、威胁和机遇进行分析，分析探究民生银行的竞争环境；将民生银行与其他股份制银行进行对比，时对民生银行公司业务目前的情况及存在的问题进行了介绍。 通过上述分析阐述了民生银行天津分行公司业务的竞争现状及问题，对民生银行公司业务客户关系管理的策略进行了分析并提出了对应的优化改进措施。也进一步说明对中国民生银行天津分行公司业务的客户关系管理策略的优化提供保障。 通过本文的论述，分析本文的研究在实际工作中的借鉴意义，希望可以为日后的研究及实际工作提供更好的思路。
英文摘要：	In recent years, the domestic banking industry has made great progress in internationalization. At the same time, as the pillar industry of the financial system, the overall competition environment in the industry is fierce. Customers are also paying more and more attention to the quality, efficiency and satisfaction of banks. As a result, any bank that wants long-term sustainable development must change its traditional business strategy. The era when banks used their traditional lending business to obtain high returns from interest margins has passed. Banking companies face huge challenges and how to tap into customer needs. Maintaining customer relationships, providing more and more appropriate financial services to customers, and fostering customer stickiness are issues that every bank needs to think deeply. We will establish long-term and stable partnerships with existing ones, gradually turn short-term dependence into long-term dependence, and at the same time, explore new customers, enhance the competitiveness of banks, provide customers with high quality standards and meet customer needs. Personalized financial services that exceed customer expectations. Therefore, this article analyzes the business marketing environment of China Minsheng Bank Tianjin Branch, SWOT analysis of Minsheng Bank Company, analyzes the advantages, disadvantages, threats and opportunities of Minsheng Bank's business, and analyzes and explores the competitive environment of Minsheng Bank; Comparing Minsheng Bank with other joint-stock banks, the present situation and existing problems of Minsheng Bank's business are introduced. Through the above analysis, the competition status and problems of Minsheng bank's business in Tianjin branch are expounded, the strategy of customer relationship management of minsheng bank's business is analyzed . It also provides the guarantee for the optimization of customer relationship management strategy for the business of China Minsheng Bank Tianjin Branch. Through the discussion of this article, the author analyzes the significance of the research in the practical work, hoping to provide better ideas for future research and practical work.
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