中国农业银行三江支行客户关系管理问题论述.docxVIP

浅析中国农业银行三江支行客户关系管理问题 摘 要 随着全球经济一体化和互联网技术的快速发展，客户资源已然成为企业的生命线。银行与客户的关系不仅直接影响着银行的效益和风险，更对整个社会经济的增长有着十分重要的影响。随着中国加入 HYPERLINK /doc/5374043.html \t /doc/_blank 世界贸易组织（WTO）以来，全球化进程加快，我国银行业不仅要面临着国内愈演愈烈的竞争压力，更要面对西方国家银行的进入给国内银行业所带来的冲击。随着信息技术的不断发展，国外已经相对发展成熟的客户关系管理理论在国外银行业的成功应用，促使我国商业银行业开始谋求生存及发展空间的新出口，战略中心正从“以产品为核心”向“以客户为核心”的经营理念转变，客户已经成为各大商业银行最为宝贵的资源，是财富的源泉。商业银行营销人员基础性的核心工作应该是客户关系管理，我国商业银行的经营策略从规模效益向客户效益的发展模式转变也是必然趋势。 在本文的研究过程中，整体的课题研究与理论框架充分依托商业银行客户关系管理理论，在综合整理大量的国内外文献资料和著作的基础上，详细梳理、归纳客户关系管理相关理论知识，并通过采用文献研究法、比较分析法等方法以国内商业银行——“中国农业银行三江支行”（以下简称“农行三江支行”）的客户关系管理现状作为切入点，对农行三江支行的客户关系管理现状及存在问题进行详细地分析和研究，从中发掘其优势与不足，并结合我国商业银行业的客户关系管理发展实际情况，对不足之处提出改善建议。 关键词：客户关系管理，中国农业银行，客户资源 Analysis Agricultural Bank of China Branch in Sanjiang Customer Relationship Management Author: Liu Xinjie Tutor:ChengYuanguo  HYPERLINK /s?wd=abstract \t _blank Abstract With the rapid development of global economic integration and Internet technology, customer resource has become the lifeblood of business. Relationship between banks and customers not only directly affect the benefits and risks of banks, but also has a very important influence on the entire social and economic growth. Since China joined the WTO, the process of globalization accelerated, not only to Chinas banking industry is facing intensified domestic competition, but also to face into the West Bank to the impact of the domestic banking sector. The successful application at the same time, with the continuous development of information technology, foreign countries have relatively well developed customer relationship management theory in foreign banks, to promote Chinas commercial banks began to seek new export survival and development of space, moving from the strategic center product-centric to customer-centric business philosophy change, the customer has become a major commercial banks most valuable resource is t