我国商业银行客户关系管理应用研究精选.doc

中图分类号： 密级： 公 开 学科分类号： 论文编号： 士论 文Our country Commercial bank customer relations management applied research －Take Agriculture Bank of China as the example A Dissertation Submitted for the Degree of Master Candidate: zhang Xudong Supervisor：Prof. zhang Lihua MBA Education Center Shandong University of Finance and Economics 中图分类号： 密级：公 开 学科分类号： 论文编号： 硕 士 学 位 论 文 我国商业银行客户关系管理 应用研究 －以中国农业银行为例 作者姓名 张绪东 申请学位级别指导教师姓名 职称学科专业 工商管理硕士 研究方向 学习时间自 年 月 日 起 至 年 月日 止学位授予单位学位授予日期日学位论文作者签名： 日期： 年 月 日本人完全同意有权使用本学位论文包括但不限于，使用方式包括但不限于保留学位论文向国家有关部门（机构）送交学位论文，学位论文学位论文被查阅借阅，将学位论文的全部或部分内容编入有关数据库进行检索，采用影印、缩印或复制手段保存学位论文。 保密学位论文在解密后的使用授权同上。 学位论文作者签名： 日期： 年 月 日指导教师签名： 日期： 年 月 日摘 要The modern commercial banks competition in essence, is the customer resources competition, who has the rich high end customer, who had the capital which the competition subdues. Therefore the modern commercial bank should take the customer as a center, promotes the customer value diligently, strengthens between the customer and the bank close relation and the communication unceasingly, enhances the customer to line of business loyalty and the degree of satisfaction, the customer relations management and the theory therefore also manages in the domestic and foreign commercial bank obtains takes highly with the application, and obtains the preliminary application and the development in the account executive practice. This article take the customer relations management theory as a foundation, draws out the customer relations management the related concept and the connotation, carries on the thorough analysis and the model to CRM in the domestic and foreign commercial banks application