| 中国商业银行CRM实施结构体系经验性解析 |
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| 引用本文： | 张同健. 中国商业银行CRM实施结构体系经验性解析[J]. 长安大学学报(社会科学版), 2008, 10(4): 34-40 |
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| 作者姓名： | 张同健 |
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| 作者单位： | 乐山师范学院,旅游与经济管理学院,四川,乐山,614004 |
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| 基金项目： | 国家自然科学基金 |
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| 摘 要： | 实施客户关系管理（Customer Relationship Management，CRM）是现阶段中国商业银行的一项重要管理战略。CRM结构体系的设计是中国商业银行CRM管理实践发展的基础性平台。经验性的解析揭示了中国商业银行CRM实施过程中的优势与不足，中国商业银行CRM建设已进入提高阶段，并为中国商业银行进一步提高CRM战略绩效提供了系统性的理论借鉴。
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| 关 键 词： | 商业银行 客户关系管理 数据挖掘 客户满意度 |
Empirical analysis on CRM system structure of China's commercial banking |
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| ZHANG Tong-jian. Empirical analysis on CRM system structure of China's commercial banking[J]. Journal of Chang'an University(Social Sciences Edition), 2008, 10(4): 34-40 |
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| Authors: | ZHANG Tong-jian |
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| Affiliation: | ZHANG Tong-jian ( School of Tourism and Economic Management, Leshan Teachers College, Leshan 614004, Sichuan, China) |
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| Abstract: | The customer relationship management(CRM) is a kind of important management strategy for commercial banks in China.The design of CRM structure system is the platform of CRM management.The empirical analysis can discover the advantage and disadvantage of CRM practice in China's commercial banking,which shows that the CRM has entered the stage of improvement,and provided the systematical theory reference for China's commercial banking to strengthen their CRM running performance. |
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| Keywords: | commercial banking CRM data digging customer satisfaction |
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