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1、AbstractAlongwitheconomicglobalization,thewaveofinformationtechnology,China'sfinancialmarketisnolongeraseller'ssuperior,businessstrategyofcommercialbanksfromthesimplepursuitof"economiesofscale"toexplore"customerbenefits"change,theimportanceofcustomerresourcesitgoeswithou
2、tsaying.Therefore,customerrelationshipmanagementwillbecomeaninevitablechoiceforcommercialbanks.CustomerRelationshipManagement(CRM)isacustomer-centricbusinessstrategy,itsinformationtechnologyasameanstorestructureworkprocesses,givingbusinessesbettercustomercommunicationski
3、lls,maximizecustomerprofitability;customerrelationshipmanagement,includinganorganizationjudgment,choice,fordevelopandmaintainthewholeprocessofitscustomers.Inthispaper,theresearchbranchoftheAgriculturalBankofTaurusobjectdesignedbythetheoryofcustomerrelationshipmanagementb
4、ranchofthecurrentstatusquoTaurusCRMcarefulanalysis,throughtheissuanceandcollectionofcustomerandemployeesurveystostudyhowexistingcustomersthroughthebankRelationshipmanagementisoptimizedsothatcustomersatisfaction,whichreflectthebankcompetitivefactorofcustomerloyalty,custom
5、ercontributionhasbeensignificantlyimprovedandsoon.EvaluationoftheimplementationofCRMChengduBranchofAgriculturalBank'soperatingresultsandbringbenefits.Thenidentifyproblemsanddeficienciesexistingrecommendationsonhowtoimproveandpolicyrecommendations.AgriculturalBankofChinah
6、asaverygoodguidanceandreference,notonlyhelpstoincreasethecapacityoftheBankofcustomerrelationshipmanagement,reducemarketingcosts,butalsoimprovetheoverallqualityofthecustomer'sabilitytocompeteandultimatelyimprovecorporateprofitability.Keywords:CRM;CRMassessment;Takethecust
7、omerasthecenteriii目录绪论..................................................................................................................................................11.文献综述................................................................................................
8、.....................................41.1客户关系管理概念及相关理论.................................................