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《國(guó)有商業(yè)銀行客戶(hù)忠誠(chéng)度分析【畢業(yè)論文】》由會(huì)員上傳分享，免費(fèi)在線(xiàn)閱讀，更多相關(guān)內(nèi)容在學(xué)術(shù)論文-天天文庫(kù)。
1、--畢業(yè)論文（2010屆）國(guó)有商業(yè)銀行客戶(hù)忠誠(chéng)度分析摘要客戶(hù)關(guān)系管理(CRM)自傳入我國(guó)后就受到各行各業(yè)的青睞，各行的人們正試圖結(jié)合自己的特色，用各種的方式來(lái)尋找適合企業(yè)生存和發(fā)展的路徑。對(duì)于不斷變化發(fā)展的商業(yè)銀行來(lái)說(shuō)，研究和實(shí)施客戶(hù)關(guān)系管理有著重大的意義。隨著市場(chǎng)競(jìng)爭(zhēng)的日益激烈，客戶(hù)成為企業(yè)得以長(zhǎng)久發(fā)展的寶貴資源，而忠誠(chéng)的客戶(hù)源無(wú)疑便是企業(yè)客戶(hù)關(guān)系管理的重中之重，更是銀行獲利的基礎(chǔ)，與能帶來(lái)80%的利潤(rùn)的客戶(hù)保持長(zhǎng)期雙贏關(guān)系，爭(zhēng)取新客戶(hù)的不斷補(bǔ)充，加大在我國(guó)金融市場(chǎng)的占有份額。所以，研究和實(shí)施客戶(hù)關(guān)系管理是銀行得以長(zhǎng)久健康發(fā)展的必由之路。伴隨著各大商業(yè)銀行股改的完成，各營(yíng)業(yè)網(wǎng)
2、點(diǎn)的客戶(hù)服務(wù)質(zhì)量也在不斷提高，競(jìng)爭(zhēng)激烈。為此，本論文以中國(guó)建設(shè)銀行寧波分行為個(gè)案,以其客戶(hù)為研究對(duì)象,淺析國(guó)有商業(yè)銀行的客戶(hù)忠誠(chéng)度。通過(guò)對(duì)客戶(hù)忠誠(chéng)度概念和特征的理論研究，結(jié)合數(shù)據(jù)搜集結(jié)果，分析得出影響中國(guó)建設(shè)銀行客戶(hù)忠誠(chéng)度管理的重要因素，并研究得出解決思路，給中國(guó)建設(shè)銀行的客戶(hù)關(guān)系管理提供參考。關(guān)鍵詞：中國(guó)建設(shè)銀行；客戶(hù)忠誠(chéng)；客戶(hù)關(guān)系管理（CRM）；IAbstractCustomerRelationshipManagement(CRM)intoChinafromallwalksoflifeafterbeingfavored,linesofpeoplearetryingtocom
3、bineitsowncharacteristics,withavarietyofwaystofindasuitablepathtosurvivalanddevelopment.Changingdevelopmentforthecommercialbanks,researchandimplementationofcustomerrelationshipmanagementhavegreatsignificance.Withtheincreasinglyfiercemarketcompetition,customersbecomelong-termdevelopmentcanbea
4、valuableresource,andloyalcustomerbaseisundoubtedlythemostimportantcustomerrelationshipmanagementbusiness,isthebasisofbankprofitability,andcanbring80%tomaintainlong-termwin-winprofitbetweencustomersandstriveconstantlytoaddnewcustomers,increaseinChina'sfinancialmarketshare.Therefore,thestudyan
5、dimplementationofcustomerrelationshipmanagementisthebanktheonlywaytolong-termhealthydevelopment.Withthemajorcommercialbankstocompletesharereform,businessoutletsisimprovingcustomerserviceandcompetitive.Tothisend,thisthesisNingbobranchofChinaConstructionBankcasestudyofitscustomer,thestate-owne
6、dcommercialbanksofcustomerloyalty.Customerloyaltythroughthetheoreticalconceptsandfeatures,incombinationwiththeresultsofdatacollection,analysisofChinaConstructionBankobtainedcustomerloyaltymanagementofimportantfactors,andstudytheideascometoresolve,totheChinaConstructionBank'scustomerrelations
7、hipmanagementinformation.Keywords:ChinaConstructionBank;CustomerLoyalty;CustomerRelationshipManagementI目錄1客戶(hù)忠誠(chéng)度解析11.1客戶(hù)忠誠(chéng)度的概述11.1.1客戶(hù)忠誠(chéng)度的定義11.1.2客戶(hù)忠誠(chéng)度的特點(diǎn)21.1.3客戶(hù)忠誠(chéng)的類(lèi)型21.1.4客戶(hù)忠誠(chéng)的衡量31.2客戶(hù)忠誠(chéng)影響因素31.3客戶(hù)滿(mǎn)意與客戶(hù)忠誠(chéng)32中國(guó)建設(shè)銀行寧波市分行概況52.1中國(guó)建設(shè)銀行概況52.2中國(guó)建設(shè)銀行寧波市分行概況
