|本期目录/Table of Contents|

[1]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(社科版),2008,10(04):34-40.
　ZHANG Tong-jian.Empirical analysis on CRM system structure of China'scommercial banking[J].Journal of Chang＇an University(Social Science Edition),2008,10(04):34-40.
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中国商业银行CRM实施结构体系经验性解析(PDF)
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《长安大学学报（社科版）》[ISSN:1671-6248/CN:61-1391/C]

卷:
第10卷
期数:
2008年04期
页码:
34-40
栏目:
经济与管理
出版日期:
2008-12-20

文章信息/Info

Title:
Empirical analysis on CRM system structure of China'scommercial banking
作者:
张同健
乐山师范学院 旅游与经济管理学院,四川 乐山 614004
Author(s):
ZHANG Tong-jian
School of Tourism and Economic Management, Leshan Teachers College, Leshan 614004, Sichuan, China
关键词:
商业银行;  客户关系管理;  数据挖掘;  客户满意度
Keywords:
commercial banking;  CRM;  data digging;  customer satisfaction
分类号:
F832.33
DOI:
-
文献标志码:
A
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。
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'scommercial 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.

参考文献/References:

[1] Chieko Minami,John Dawson.The CRM process in retail and service sector firms in Japan:Loyalty development and financial return[J].Journal of Retailing and Consumer Services,2008,15(5):375-385.
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[3]张成虎,于云树.银行CRM系统的需求与结构分析[J].中国金融电脑,2002,14(3):64-66.
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[5]Yong Gyu Joo,So Young.Structural equation model for effective CRM of digital content industry[J].Expert Systems with Applications,2008,34(1):63-71.
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[2]张丽华,孙 涛.中国商业银行次级债管理[J].长安大学学报(社科版),2008,10(02):59.
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备注/Memo

备注/Memo:
收稿日期:2008-05-27 基金项目:国家自然科学基金(70771087) 作者简介:张同健(1968-),男,江苏句容人,讲师,管理学博士。
更新日期/Last Update: 2008-12-20