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论文编号：	6621
作者编号：	2220120533
上传时间：	2014/12/1 14:33:17
中文题目：	中信银行公司客户服务管理体系优化研究
英文题目：	Research on the Optimization of The China CITIC Bank''''s Corporate Customer Service Management System
指导老师：	戚安邦
中文关键字：	银行业；公司客户；服务管理体系；前台服务；后台服务
英文关键字：	BANK; Corporate customer; Customer service management system; Front desk management system; Backend service management system
中文摘要：	随着金融业的发展和客户权利意识的提高，客户服务管理理念深入人心。客户服务管理理论甫一出现就受到理论界和实务界的追捧，围绕该理论展开的研究也如汗牛充栋。然而，作为典型的服务业，银行业对于客户服务管理理论的研究仍浮于表面。商业银行客户服务管理体系的良好运转对商业银行本身乃至我国银行业的发展均具有重要意义，因此完善和优化我国商业银行客户服务管理体系是我国银行业亟需解决的问题。笔者在中信银行工作，先后供职于两个部门和两家支行，从事了多年的公司客户经理岗位，近年来逐渐走向了管理岗位，本文选题也是与笔者从事的工作紧密相关。需要说明的是，目前国内银行的服务管理多见于零售客户以及某一类别的公司客户，对于公司客户整体的服务管理体系的研究甚少，因此笔者的论文选题具有一定的创新性。 本文从服务的概念入手，从服务的对象——客户以及服务的内容——产品两个大方向切入，依托中信银行目前客户服务部门和产品管理部门分别设立的机构设置现状，以此为基础厘清了客户服务管理包含客户关系管理和产品服务管理两大方面。笔者以客户为出发点，分析了中信银行公司客户前台服务管理体系，并对于前台服务进行了优化研究，以产品为出发点，分析了中信银行公司客户后台服务管理体系，并对于后台服务进行了优化研究。并以此为框架详细阐述和优化了中信银行公司客户服务管理体系，以期对商业银行公司客户服务管理体系起到一定的理论和实践指导作用。
英文摘要：	With the improvement of the financial industry and the awareness of customer rights,the customer service management concept is deeply rooted. Customer service management theory is very popular and with lots of research. However, as a typical service industry, banking customer service management theory is still floating on the surface. Currently, the research of the customer service management theory is not enough, and its good functioning is of great significance of the China's banking industry as well as commercial banks themselves. Whereas, the improvement and optimize of commercial bank customer service management system is an urgent problem. The author works in China CITIC Bank, as now a general manager in Zhichunlu sub-branch, has worked in two departments and two sub-branches as a customer manager for many years. The thesis is highly related with the author's daily work. It should be noted that the customer service management system is very common in retail banking, and some sorts of corporate banking, it is less likely to be referred in the whole system of corporate banking customer service, thus the thesis is very innovative in some degree. In this thesis, the author starts with the concept of service, including customer service and product management, relying on CITIC Bank's current corporate customer service management system, and clarifies that the customer service management includes customer relationship management and products service management. The author analysis and optimizes the front desk service management system, based on customers. And the backend service management system, based on products. The author elaborates and optimizes CITIC Bank's customer service management system in order to play a guiding role in the theory and practice of the commercial banks customer service management systems.
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