学生论文
|
论文查询结果 |
返回搜索 |
|
|
|
| 论文编号： | 8900 | |
| 作者编号： | 2120142747 | |
| 上传时间： | 2016/12/9 21:18:25 | |
| 中文题目： | 中国农业银行天津分行电子银行客户关系管理研究 | |
| 英文题目： | Research on the Customer Relationship Management of the E-bank in ABC Tianjin Branch | |
| 指导老师： | 任星耀 | |
| 中文关键字： | 电子银行,客户关系管理,农行天津分行 | |
| 英文关键字： | e-bank, customer relationship management, Agricultural Bank of China Tianjin branch | |
| 中文摘要： | 在互联网思维盛行的当下，电子银行逐渐成为商业银行争夺市场的又一重要领域，而面对移动金融日益普及的浪潮，除了落实好中央提出的“使市场在资源配置中起决定作用”这一要求外，还需要更多的关注如何将客户关系管理理论运用到电子银行业务的经营管理中，调整客户关系管理策略，提高客户的满意度和忠诚度，才能在移动金融的激烈争夺战中脱颖而出，立于不败之地。本文首先对客户关系管理的理论进行了回顾，对客户关系框架及客户忠诚度计划进行了阐述，并对销售队伍自动化及业务流程再造进行了分析。其次对农行电子银行业务的发展环境进行了剖析，并结合天津分行的管理现状，对管理中存在的不足进行了分析。在归纳总结理论研究和农行天津分行电子银行客户关系管理现状的基础上，对改革方向进行了具体的分析，提出了三大转型重塑客户关怀体系、优化客户体验提供个性化服务、提升客户关系管理效率等改进方案，并总结了改进方案能够成功实施的多重保障，希望能对银行业相关人员有一定借鉴意义。 | |
| 英文摘要： | As the Internet thinking gets more and more popular, commercial banks relies more on e-banks to seize the market. With the popularity of finance, it is expected to carry out the central government policy of “making the market play a key role in resource allocation”. Besides, it is necessary to apply the Customer Relationship Management (CRM) theory into the business & management of e-banks, adjust the customer relation management strategy, and improve the customer satisfaction and loyalty. Only by this way can the commercial banks stand out from the fierce competition and achieve continuous success. The paper first reviews the literature of Customer Relation Management, explores the customer relationship framework as well as customer loyalty plan, and analyzes the Sales-Force Automation and Business Process Reengineering. Next it explores the e-bank business development environment of agricultural bank of China. Combining with the management condition of Tianjin branch, it discusses the shortcomings of management. Based on the literature of Customer Relation Management, it summarizes the customer relationship management condition of e-bank in Tianjin branch, analyzes the reform direction, proposes Three Transformation Rebuilding Customer Care System, optimizes customer experience to strengthen personalized service, improves customer relation management efficiency and so on. Finally, it proposes the successful implementation guarantee. The paper is going to provide some references for the relevant industrial managers. | |
| 查看全文： | 预览 下载(下载需要进行登录) |