农业发展银行德清县支行实施客户关系管理的探讨.pdf

内容 摘 要 随着粮食流通体制改革的深化，中国农业发展银行(下面简称： 农发行)的政策性业务逐步减少而商业性业务大量增加，与之对应的 是农发行客户由原来单一的粮食购销企业转变为多层次、多类型的 经济实体，这些客户对农发行的需求已不仅仅是常规的存、贷款和 转账结算服务，迫切需要的是能为其提供技术含量高的综合性服 务。同时，政策性业务与商业性业务分开管理，要求农发行必须按 照现代银行制度的规范，实施以客户为中心的经营机制。 本文以农发行德清县支行为例，探讨了农发行德清县支行CRM 的运行现状。 第一章阐述了本文研究CRM 的意义、方法与基本内容。 第二章叙述了农发行的相关内容，并对农发行实施CRM 的需求 目的和效用进行分析。 第三章对农发行德清县支行 CRM 实施的框架，运作，功能和系 统特点做了详细的描述。 第四章提出农发行德清县支行CRM 实施过程中存在的问题并对 改革提出建议，同时对CRM 的实施进行展望。 关键词：客户管理管理、CRM、农发行 ABSTRACT With the deepening of the grain circulation system reform, to correspond to the customers from a single grain purchase and marketing enterprises to change into multi-level and multi-types of economic entities， the Agricultural Development Bank of China (referred to below: the Agricultural Development Bank) gradually reduce the policy business and increase the commercial business, these customer’s demands are not only the conventional deposit, loans and transfers clearing but also settlement services, the urgent need is to provide high technical contents of the integrated services. At the same time, with the policy-oriented business and commercial business separate management developing, customer-centric operating mechanisms should be implemented to accordant with the requirements of modern banking system. This article take The DeQing branches Agricultural Development Bank of China an example, elaborated DeQing branches Agricultural Development Bank of China CRM application. The first chapter elaborated this research significance, method and basic content. The second chapter describes the relevant elements of The DeQing branches Agricultural Developm