基于数据调查的国有商业银行客户关系管理经验分析  

On the Customer Relation Management System of State-Owned Commercial Bank Based on Data Investigation

作　　者：严明燕[1] 张同健[2] 

机构地区：[1]广东工贸职业技术学院,广东广州510510 [2]乐山师范学院旅游学院,四川乐山614004

出　　处：《改革与战略》2009年第5期75-78,共4页Reformation & Strategy

基　　金：广东自然科学基金(06025548)

摘　　要：十余年来,我国商业银行的客户关系管理战略取得了巨大的业绩,既提高了银行的内部绩效,又提高了银行的国际竞争能力。客户关系管理系统的经验分析可以有效地总结我国国有商业银行客户关系管理的实践经验,揭示我国国有商业银行客户关系管理战略的成效与不足,为国有商业银行进一步提高客户关系管理绩效提供可靠的理论借鉴。Chinese national commercial banking has acquired great accomplishment in CRM for more than ten years, which not only raises the inner operation performance but also promotes the international competition ability of state-owned commercial banking. The empirical analysis of CRM may summarize the practical experiences of commercial bank and disclose both success and default of CRM construction, so as to provide reliable theory reference for the further advancement of CRM.

关 键 词：商业银行 客户关系管理 客户忠诚度 中间业务 因子分析 

分 类 号：F830.2[经济管理—金融学]