【作者】 王静；

【导师】 刘秀平；

【作者基本信息】 大连理工大学 ， 软件工程（专业学位）， 2018， 硕士

【摘要】 大厂商业银行积累了大量的客户基础数据以及客户业务资源数据,但这些数据分布在不同的业务系统中,没有把客户数据信息统一整合起来,不利于对客户的全面分析,以及将已有客户转为忠实客户,增加市场份额。通过分析CRM现状,提出其实施客户关系管理过程中存在的问题,并围绕“以客户为中心”的核心理念,依托系统,确定客户关系管着银行业不断的发展,国内商业银行的经营观念已从只增加收益转向以“以客户为中心”。大厂商业银行股份有限公司目前存在的问题主要是:客户信息方面不能完整地进行客户信息整合;客户信息获取途径不足;无法更敏锐的捕捉到客户的全面信息。本文以大厂商业银行CRM系统建设为例,围绕客户发展经管、客户服务经管、分析决策经管、绩效评估分析等四大模块,利用用例图、时序图、流程图等技术手段实现了系统需求分析、系统设计、系统实现和测试等关键环节。对于CRM系统建设的思路是由服务单一客户向服务一个广泛的客户群体转变,充分利用围绕一个核心客户而组成的客户关系网络,实现各种类型的关系营销,从而达到以点带线,以线带面的目的,最大化地利用客户的社会价值。在这个过程中,需要紧密贴合实际业务需要,而构造不同类型的营销模型与流程。更多还原

【Abstract】 Large commercial banks have accumulated a large number of customer base data and customer service resource data,but the data distribution in different systems,not to integrate customer information,is not conducive to a comprehensive analysis of the customer,and existing customers into loyal customers,increase market share.Through the analysis of the situation of CRM,this actually exist in customer relationship management application process problems,and focus on "customer-centric" concept,relying on the system,determine the customer relationship management of banking development,domestic commercial banks have only increased revenue from concept to "take the customer as the center".The existing commercial bank Limited by Share Ltd Dachang problems mainly are: customer information not complete customer information integration;customer access to information is insufficient;cannot be more keen to capture the comprehensive information of customers.In this paper,the construction of CRM system in Dachang commercial bank as an example,focus on customer development management,customer service management,analysis and decision making,performance evaluation and other four modules,use case diagram,sequence diagram,flow chart and other technical means to achieve the system requirements analysis,system design,key system and test.For the construction of CRM system is the idea of customer groups changed from single service to customer service to a broad,full use of a focus on core customers and the composition of the customer relationship network,relationship marketing of various types,so as to achieve to point line,in line with the objective of maximizing the use of the social value of customers.In this process,need to closely fit the actual business needs,and construct the marketing model and process of different types.更多还原