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| 商业银行CRM在中国的应用和发展 | |
| 引用本文： | 杨丹霞,葛晨霞,郝渊晓. 商业银行CRM在中国的应用和发展[J]. 西安邮电学院学报, 2008, 13(6): 98-101 |
| 作者姓名： | 杨丹霞 葛晨霞 郝渊晓 |
| 作者单位： | 1. 交通银行,北京分行,北京,100032 2. 国家开发银行西安分行,陕西,西安,710075 3. 西安交通大学经济与金融学院,陕西,西安,710061 |
| 摘 要： | 市场竞争日益激烈,我国商业银行越来越深刻地认识到客户是最有价值的资源。如何留住老客户和吸引新客户,充分挖掘和利用客户资源,成为国内各商业银行首要关注的问题。入世后外资银行的进入更加深了我国商业银行对客户关系管理(CRM)的研究和应用,借助CRM实现从"以产品为中心"到"以客户为中心"的经营理念的演变,实现对银行组织体系和业务流程的重组。在展开对商业银行CRM的应用和研究的时候,将CRM放在企业信息化和管理流程再造的整体框架中进行分析、论证和实施。将信息技术和企业管理结合起来,更深刻地体会"信息化带动工业化"的内涵。 |
| 关 键 词： | 商业银行 客户关系管理(CRM) 系统实现 |
Applications and development of commercial bank CRM in China |
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| YANG Dan-xia,GE Chen-xia,HAO Yuan-xiao. Applications and development of commercial bank CRM in China[J]. Journal of Xi'an Institute of Posts and Telecommunications, 2008, 13(6): 98-101 | |
| Authors: | YANG Dan-xia GE Chen-xia HAO Yuan-xiao |
| Affiliation: | YANG Dan-xia, GE Chen-xia, HAO Yuan-xiao (1. Beijing Branch, Jiaotong Bank,Beijing 100032, China; 2. Xi＇an Branch, National Development Bank, Xi＇ an 710075, China; 3. School of Economics and Finance, Xi＇ an Jiaotong University, Xi＇ an 710061, China) |
| Abstract: | Intense market competition made commercial banks realize customer treasure more and more deeply.It has become the most crucial problems of our commercial banks that how to urge old customers to stay and attract new ones,and how to excavate and make full use of customer resources.Especially when foreign banks entered,our commercial banks paid more attention to the research and application of CRM.CRM can transform concept from product-centered to customer-centered,can reengineer organization and business process of our commercial banks.The paper analyses and studies CRM in the framework of enterprise information and management reconstruction.Integration of technology and enterprise management is the index idea of the paper. |
| Keywords: | commercial Bank customer Relationship Management(CRM) system achievement |
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