2788.A东亚银行在华客户的关系管理探讨 本科毕业的设计.docVIP

本科毕业设计（论文） 东亚银行在华客户关系管理探讨 学 院 经济管理学院 专 业 工商管理 年级班别 学 号 学生姓名 指导教师 年 月 日 摘 要 近年来，中国金融业的开放，使众多外资银行纷纷进驻中国。作为香港最大的独立华资银行的东亚银行应势成为了首批获银监会批准在内地设立外资法人银行全球化金融的来临、网络经营的深化、金融工具和金融产品的不断创新、金融业非金融业界限的模糊以及随之而来的金融监管制度的变革  Abstract In recent years, as the Chinese financial industry opens, numerous of foreign capital banks station in China in succession. As the largest independent local bank in Hong Kong, The Bank of East Asia (BEA) was one of the first foreign banks granted Qualified Domestic Institutional Investor (QDII) status by the China Banking Regulatory Commission (CBRC). Faces the rigorous competition situation, which bring by the approach of global finance, the deeply turning of network operation, the creative of financial tool and financial product, the faintness of the boundary financial industry and non-financial industry, and the changes of financial regulation. BEA how to identify the demand of customer, reinforce the communication with customer, keep the old customer, and find and manage the customer resource effectively, gain advantage in numerous of competitors, succeed in exploiting the marker of mainland, the key is customer relationship management. This article is relating to the analysis of the condition of our country local banking development, which is the environment of the customer relationship management of BEA. Introduced the current strategy of BEA. Find out and discuss the problem in customer relationship management strategic implement, customers information management, customer service channels management, customer service center operation management and potential customer development. And put forward some suggestions to improve the customer relationship of BEA. Key words: Customer relationship management, The Bank of East Asia, Foreign Capital Bank 目 录 1 绪论 1 1.1 课题研究的背景及目的 1 1.2 国内外研究现状 1 1.3 课题研究方法 2 1.4 论文构成及研究范围内容 2 2 东亚银行的客户关系管理现状 4 2.1 我国