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论文编号：	618
作者编号：	2120062041
上传时间：	2008/6/20 1:19:09
中文题目：	我国商业银行公司客户关系差异化
英文题目：	Research on the Differential R
指导老师：	刘立雁
中文关键字：	商业银行 公司客户 关系管理 差<
英文关键字：	Commercial Bank Corporate Cli
中文摘要：	随着国际金融一体化和网络经济的迅速发展，我国商业银行将面临更加激烈的市场竞争，提高我国商业银行的核心竞争力，是摆在我国商业银行面前的一个重大课题。相比之下，外资银行在资金、管理、技术、服务水平等方面都具有明显的优势；同时正在全球范围内兴起的网络银行、虚拟银行等，将使国内银行在分支数量多、分布广等方面的优势消失。然而，我国商业银行在长期经营中获得的众多客户正是国内商业银行的最大优势，在外资银行纷纷抢占中国市场之际，运用科学的管理方法来管理客户，已经成为我国商业银行取得竞争优势的关键。 并不是所有的客户对银行都具有同等的价值，也不是所有的客户关系对银行都能产生同等的效益。在能为银行带来价值的客户关系中，客户需求不同，客户关系状态不同，对关系改善的敏感程度不同，造成了不能对所有的客户都使用同一种关系管理模式。本文以公司客户为研究对象，旨在对我国商业银行公司客户关系差异化管理进行探索性研究，针对我国商业银行公司客户关系差异化管理现状，借鉴国外商业银行先进经验，构建了适合我国商业银行运作的公司客户关系差异化管理模式及其实现方法。本文主要由四部分构成： 第一部分包括绪论和第一章，该部分主要对论文选题的背景和意义以及所涉及的相关理论进行了阐述，并重点就客户关系差异化管理的历史演变及国内外研究情况进行了综述，由此归纳出了商业银行公司客户关系差异化管理的一般模式。第二部分包括第二章、第三章和第四章，这部分首先通过梳理商业银行常用的公司客户细分模型，建立了本文的公司客户细分模型，将公司客户分为了四类；第三章衡量了不同层级公司客户关系质量，并确定了各层级公司客户关系管理的目标；第四章就各层级公司客户关系管理目标的实现途径做了深入阐述。第三部分为第五章，分析了我国商业银行公司客户关系差异化管理存在的问题，并提出了具体的改进建议。论文在第四部分总结了本文的创新和不足，明确了本文的后续研究方向。
英文摘要：	Along with the process of international financial integration and network economy accelerating, domestic commercial banks will face drastic market competition. How to enhance the core competence of our commercial banks is a very important question. The foreign commercial banks have the advantage of capital, management, technology, service and so on, and the popularity of network banks makes the traditional advantage of the domestic commercial bank dying off. However, the superiority of domestic banks is that they have a number of clients. So how to manage their clients is the key to gain the competitive advantage. To banks, not all the clients have the same value, nor do they create the same benefit. And because clients’ needs differ, the relationships vary, and they don’t have the same sensitivity towards improvement, clients demand different management models. This thesis aims to put forward the model of differential corporate client relationship management, which is applicable to the running of Chinese commercial banks and ways to put them into practice by taking into consideration their present corporate client relationship management condition and learning from the advanced experience of foreign commercial banks. This thesis mainly is constituted four parts. The first part includes the introduction and first chapter. This part mainly elaborates the background, research purpose and framework involved in the thesis, and establishes the model of differential corporate client relationship management through reviewing the history of client relationship management. The second part includes the second, third and fourth chapter. The part first summarizes the bank’s client segmentation approaches, and establishes the client segmentation model of this thesis. Fourth chapter measures the differential client relationship quality and determine the aims of the differential client relationship management. Fifth chapter describes the strategies for the aims of the differential client relationship management. In the third part, current application of differential client relationship management in Chinese commercial banks is analyzed in terms of practical cases and specific suggestions are proposed. The last part explains the main ideas and suggestions for the further study.
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