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摘要 从商业银行客户服务及其管理的相关内容介绍及实际应用出发，结合农业银行信用卡中心的现状，分析我国商业银行的发展现状及与外资银行的竞争力差异，并结合我国商业银行目前面临的问题，提出商业银行客户服务的创新之路及未来发展之路，通过自身所处的环境更好地体会发展商业银行客户服务管理的好处。 关键词：客户服务 客户服务管理 创新与发展 Abstract From commercial banks customer service and management related to the contents of presentation and practical application, combined with the status of the Agricultural Bank Credit Card Center, analysis of Chinas present situation and development of commercial banks and foreign banks competitive differences, combined with Chinas commercial banks are now facing the problem proposed commercial banks, customer service, the roa