联系我们

论文查询结果	返回搜索

论文编号：	12959
作者编号：	2320180501
上传时间：	2021/12/14 22:18:24
中文题目：	上海银行零售业务客户管理的优化研究
英文题目：	Research on Optimization of Customer Management of Shanghai Bank''s Retail Business
指导老师：	齐岳
中文关键字：	商业银行； 零售业务； 客户管理； 上海银行
英文关键字：	Commercial banks; Retail business; Customer management; Bank of Shanghai
中文摘要：	商业银行零售业务可以狭义理解为银行针对居民个人和家庭开展的金融业务，可以说是商业银行系统中业务范围覆盖最广、受众个体最多的金融业务，它与国民生活息息相关，甚至可以说居民的日常生活离不开银行零售业务，大到私人财富业务，小到开卡存钱业务，上到百岁老人，下到学龄儿童，都离不开商业银行的零售业务。在我国经济逐渐摆脱追求规模增长的高速发展转向追求质量的高质量发展大背景下，居民的消费水平、金融需求也正迎来新的质变，零售业务发展正是时候。 客户管理永远是商业银行经营的重心，这是由商业银行金融服务的核心属性决定的。当前，在零售业务逐步成为各家商业银行战略重心的背景下，研究零售客群的管理优化显得尤为重要，零售客户管理的重点也正由规模导向转变为价值导向，客户管理工作对银行的经营管理者提出了新的挑战。 本文从我国商业银行体系零售业务发展的背景出发，阐述了重视零售业务发展的必要性和推进零售业务高质量发展的可行性，通过文献分析法和以上海银行零售客户管理优化为研究案例的案例分析法推进写作思路，在第三章描述了我国当前零售业务发展的情况和客户管理的现状，以上海银行为案例进行分析，简单描述了上海银行零售客户管理现状后，通过SWOT分析法以及将上海银行与行业零售领军者的对比分析法，对客户管理的现状进行问题梳理，总结出零售客户管理方向的待改进的不足之处；进而从第四章明确了改进和优化方法的目标和原则后，对前述不足之处给出了改进和优化策略，并且通过零售客户管理优化方案的案例设计将优化策略具体体现，赋予实践意义，在随后的第五章对优化策略的成功实施提出了保障措施，构建了管理的立体框架，最后在总结章节得出结论。 由于我国商业银行经营模式具有同质性，所以希望本文的建议和对策能对整体商业银行零售业务客户管理能力提升起到积极作用。
英文摘要：	Commercial bank retail business can be narrowly understood as the financial business carried out by banks for residents and households. It can be said to be the financial business with the widest business coverage and the largest audience in the commercial banking system. It is closely related to national life, and it can even be said to be residents’ daily life is inseparable from bank retail business, ranging from private wealth business to small card depositing money business, from centenarians to school-age children, all of which are inseparable from the retail business of commercial banks. Our country’s economy is gradually getting rid of the pursuit of scale growth, under the background of the rapid development shifting to high-quality development, the consumption level and financial needs of residents are also ushering in a new qualitative change, and the development of retail business is just the right time. Customer management is always the focus of all commercial banks' operations, which is determined by the core attributes of commercial banks' financial services. At present, under the background that retail business has gradually become the strategic focus of various commercial banks, it is particularly important to study the management and optimization of retail customer groups. The focus of retail customer management is changing from scale-oriented to value-oriented .Therefore, retail customer management poses new challenges to bank managers. Starting from the background of the retail business development of China’s commercial banking system, this article explains the necessity of emphasizing the development of retail business and the feasibility of promoting the high-quality development of retail business. Through the literature analysis method and the case analysis method that uses the Bank of Shanghai retail customer management optimization as the research case to promote the writing ideas, the chapter 3 describes the current retail business development in my country and the current situation of customer management, and uses the Bank of Shanghai as a case for analysis. After briefly describing the current situation of Bank of Shanghai’s retail customer management, through the SWOT analysis method and the comparative analysis method of the Bank of Shanghai and the industry retail leader ,the current situation of customer management was sorted out, and the deficiencies to be improved were summarized. After clarifying the objectives and principles of the improvement and optimization methods from chapter 4, the improvement and optimization strategies are given for the aforementioned shortcomings, and through the case design of the retail customer management optimization plan, the optimization strategy is concretely embodied and given practical significance. And the subsequent chapter 5 puts forward safeguards for the successful implementation of the optimization strategies. Constructed a three-dimensional management framework, and finally concluded in the summary chapter. Due to the homogeneity of the business model of our country's commercial banks, it is hoped that the suggestions and countermeasures in this article can play a positive role in enhancing the overall commercial bank retail business customer management capabilities.
查看全文：	预览  下载(下载需要进行登录)