摘要
国内金融市场开放,使我国银行业面临国内外市场的双重竞争。以客户为中心,推行客户关系管理,在激烈的竞争中赢得和留住客户资源,形成自身的竞争优势成为各银行企业提高自身竞争力的关键。为了避免在实施客户关系管理(CRM customer relationship management)的过程中陷入误区,在分析我国银行业实施CRM现状的基础上,指出当前存在的问题,并对问题进行分类、归纳,总结出3个大方面。据此3方面的问题,对相应的对策进行了探讨,给出建议。
Because of the liberalization of domestic financial market, the banking is facing double competition in domestic and international markets. To implement CRM it is important for banking to be customer-centered ,to win and retain its customer resource in the intense competition and then form its own competitive advantage. To avoid the mistakes when implementing CRM ,based on the analysis of the current status of CRM in the banking, the existing problems are classified and summarize into three aspects. Corresponding solutions and advice are discussed then.
出处
《北京机械工业学院学报》
2007年第1期72-74,78,共4页
Journal of Beijing Institute of Machinery
关键词
CRM
银行业
问题
对策
customer relationship management （CRM）
banking
problem
solution
