商业银行实施客户关系管理的探讨  

Application of the CRM in Commercial Banks

作　　者：刘英[1] 徐建新[2] 潘云洪[3] 

机构地区：[1]武汉理工大学管理学院,湖北武汉430070 [2]中国银行陕西省分行,陕西西安710000 [3]湖北省农业科学院,湖北武汉430004

出　　处：《武汉理工大学学报（信息与管理工程版）》2002年第6期132-134,137,共4页Journal of Wuhan University of Technology：Information & Management Engineering

基　　金：湖北省科技厅科技攻关计划资助项目(2001AA401C33)

摘　　要：以Internet为代表的信息技术的飞速发展,深刻地影响了商业银行的传统运作模式。银行必须迅速转变经营观念,真正做到以客户满意为中心,准确把握客户需求,快速响应个性化需求,实施CRM。为此,就商业银行实施CRM的总体构想、工作重点以及实施价值进行了探讨。With the rapid development of information technology, especially Internet, the traditional model of operation in commercial banks is affected deeply by this trend. Banks must change their operational concepts in order to satisfy the customers. It is pointed out that it is urgent to establish a Customer Relationship Management(CRM) in commercial banks. An overall idea to implement a CRM is depicted and the importance of this implementation is analyzed.

关 键 词：商业银行 客户关系管理 运作模式 经营观念 个性化需求 核心竞争力 

分 类 号：F830.33[经济管理—金融学]