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论文编号：	11550
作者编号：	2120163066
上传时间：	2020/4/15 20:59:29
中文题目：	建行唐山分行国际业务客户关系管理研究
英文题目：	Research on customer relationship management of international business of CCB Tangshan branch
指导老师：	李东进
中文关键字：	国际业务客户；客户细分；客户关系管理
英文关键字：	International business clients；Customer segmentation Customer relationship management
中文摘要：	随着我国市场经济的发展和金融业的开放，商业银行的发展在经营模式、产品结构和经营理念上都得到了极大的促进。中国与世界各国的经贸合作不断深化，商业银行的国际业务规模不断扩大，并逐渐成为新的利润增长点。商业银行间的国际业务竞争也日渐白热化。无论银行业如何发展，客户永远是业务发展的源泉。越来越多的商业银行认识到客户关系管理已逐渐成为优化客户结构、增强客户业务依赖性、提高客户贡献的重要手段。客户资源已成为银行间国际业务竞争的焦点。 本文以建设银行唐山分行的国际业务客户关系为研究对象，回顾客户关系管理的相关理论，并对建设银行唐山分行的国际业务发展状况和营销环境进行了分析，从宏观经济状况和该银行自身的经营管理等不同角度，发现客户管理的必要性和需要解决的问题。重点研究了该分行国际业务客户关系管理的方法和保障措施。具体包括不同维度的客户细分、基于客户分类的不同管理方式、客户整体满意度提升的方法以及为实施上述举措在制度、技术、人员方面需提供的保障。通过本文的研究解决建行唐山分行国际业务客户关系管理的问题，与客户建立并保持牢固的关系达到全面拓展业务、创造更高收益的目的。
英文摘要：	With the development of China's market economy and the opening of the financial industry,the development of commercial banks has been greatly promoted in business model,product structure and business philosophy.The economic and trade cooperation between China and other countries is deepening,commercial banks are expanding their international operations,and gradually become a new profit growth point.International business competition among commercial banks is also becoming increasingly fierce.No matter how banking develops,customers are always the source of business development.More and more commercial banks have realized that customer relationship management has gradually become an important means to optimize customer structure,enhance customer business dependence and improve customer contribution.Customer resource has become the focus of inter-bank international business competition. This paper takes the international business customer relationship of Tangshan branch of China construction bank as the research object,review the theory of CRM,and the development of international business and marketing environment of Tangshan branch of China construction bank are analyzed,from the macroeconomic situation and the bank's own management and other different perspectives,Identify the need for customer management and problems to be solved.This paper focuses on the methods and safeguard measures of customer relationship management in the branch's international business.Specific include customer segmentation in different dimensions,different management methods based on customer classification,methods to improve overall customer satisfaction and the institutional, technical and personnel guarantees needed to implement the above measures.Through the study of this paper to solve the problem of customer relationship management of international business of CCB Tangshan branch,establish and maintain a strong relationship with customers to fully expand the business and create higher revenue.
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