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论文编号：	950
作者编号：	2120072054
上传时间：	2009/5/25 22:05:48
中文题目：	基于知识管理的我国商业银行客户
英文题目：	Study on knowledge management
指导老师：	戚安邦
中文关键字：	商业银行 知识管理 客户关系管理
英文关键字：	Commercial bankKnowledge man
中文摘要：	美国次贷危机引起了全世界范围的经济衰退，我国面对国际经济形势变化，为保证经济增长，实施了宽松的货币政策，2008年6次降息。而降息使得我国商业银行的利差收入大幅减少，竞争环境恶化。在如此背景下本文提出将知识管理理念引入到我国商业银行客户关系管理系统中，大幅提高商业银行把握客户资源的能力，使商业银行顺利度过这一个全球范围内的经济危机。 本文首先重点分析了知识管理和客户关系管理的内在理论联系，证明理论上其有整合的可行性。然后分析了两种理论在实际应用中各自的优势和遇到的障碍，发现其各自的优势对对方遇到的障碍有一定的弥补作用，即两种管理方法有一定的优势互补性。 其次，结合我国一些独特的国情需要，我国商业银行对其客户关系管理系统有一些独特的要求。主要表现在两个方面：第一，不利于实施客户关系管理的金字塔式组织结构在短期内不能改变。第二，由于我国教育水平以及一些行业内的客观现实的存在，造成我国商业银行的客户经理队伍的综合能力不足，这也对商业银行的客户关系管理提出了新的要求。 最后，本文将知识获取系统、知识存储系统、知识分享系统、知识学习系统、知识创新系统加入到原有商业银行的客户关系管理系统内，依托客户关系管理系统的业务流程，实施知识管理。每个系统的加入，均是有针对性的解决原有客户关系管理系统的应用中遇到的障碍或是满足我国商业银行对与客户关系管理系统的独特要求。同时，针对整个体系的有效运转，提出了基于知识管理的我国商业银行客户关系管理的三大支持体系——技术支持体系、文化支持体系和组织支持体系。
英文摘要：	U.S. sub-loan crisis caused world-wide economic recession, facing to the changes in the international economic situation and in order to ensure the economic growth, China implemented the loose monetary policy and cut interest rates six times in 2008. The cut made China's commercial banks have substantial decreases in revenues of interest differences and their competition environment got worse. In such background, this paper will introduce the concept of knowledge management to customer relationship management system of China's commercial banks and it will substantially increase the ability to grasp the customer in commercial banks. Moreover, it might make commercial banks smoothly overcome the global economic crisis. This paper focuses on analyzing the internal theoretic relationship of knowledge management and customer relationship management and proves its integrated feasibility theoretically. And then it analyzes the respective advantages and obstacles of the two theories in the practical application and found that their each respective strength might make up for their obstacles, which means that the two management methods have complementary strengths. Secondly, combining some unique situation in our country, China's commercial banks have some unique requirements to their customer relationship management system. It mainly manifests in two aspects: First, the pyramid structure, which is not suitable to the implementation of customer relationship management cannot be changed in the short term. Second, as a result of the level of education in China as well as the existence of objective reality in some industries, client managers are lack of an integrated ability in China's commercial banks and it might have some new requirements on customer relationship management in commercial banks. Finally, this paper adds knowledge acquisition system, knowledge storage, knowledge sharing systems, knowledge systems, knowledge innovation system into the existing customer relationship management system in commercial banks, depending on business processes of customer relationship management system and the implementation of knowledge management. Each added system is targeted to solve the obstacles which are encountered in the existing customer relationship management system or meet the unique requirements of customer relationship management system in China's commercial banks. In the same time, for the effective functioning of the whole system, it illustrates three major customer relationship management support systems based on knowledge management in China’s commercial banks-technical support system, cultural support systems and organizational support systems, and it describes the system operation process of each system respectively.
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