适应商业化改革的客户经理制度探析

宁夏大学硕士学位论文国家开发银行宁夏分行适应商业化改革的客户经理制度探析姓名：杨志东申请学位级别：硕士专业：工商管理指导教师：袁红2011-03AbstractInJanuary2007,itwasdecidedintheNationalFinancialWorkConferencethattheChinaDevelopmentBankimplementcommercialreformfirstly.Inearly2008,theChinaDevelopmentBankreformprogramwasapprovedbytheStateCouncil.OnDecember16,2008,theChinaDevelopmentBankCo.,Ltd.wasofficiallyestablishedinBeijing,markingtheChinaDevelopmentBankenteringanewstageofreformanddevelopment.Inrecentfouryears,inparticularsincetwoyearsagotheNationalDevelopmentBankCo.,Ltd.wasestablished,itsinternalandexternalenvironmentisquietlyundergoingtremendouschange,includingorganizationalstructure,fundingsources,typesofbusiness,competitionandsoon.NingxiaBranchoftheChinaDevelopmentBank,establishedbyChinaDevelopmentBankin2004,madeexcellentmarketperformanceduetotheuseofdevelopmentfinancetheoryandthepolicyadvantagesofplay,andbecomethemainbankinNingxia.However,theindustryfacesincreasinglyfiercecompetition.WiththecommercializationoftheChinaDevelopmentbankreforms,theoriginalcompetitiveadvantagesofNingxiaBranchofChinaDevelopmentBankwane.Atthesametime,thenewadvantagesemerge.Thenewsituationputahigherdemandatthecustomermanagerswhoinchargeofthedevelopmentofbusinessdirectly.InordertoimprovethecompetitivenessandconsolidatethemarketpositionintheNingxiaregion,theestablishmentandreformofChinaDevelopmentBanktoadapttheclientmanagersystemisimperative.Throughtheresearchofmarketing,customerrelationshipvalue,Reorganization,incentiveandotherrelatedtheory,thedissertationanalyzestheproblemsinthecurrentclientmanagersystemsofNingxiaBranchofChinaDevelopmentBank.Also,thedissertationpropoundsrecommendationsandmeasuresonimprovingtheclientmanagersystemsofNingxiaBranchofChinaDevelopmentBank,including:theestablishmentofacustomer-centriccorporateculture,theestablishmentofclientmanagerteam’sbusinessmodel,improvingcustomermanager'sselection,trainingandexitmechanism,theestablishmentofassessmentandincentivemechanismandimprovingtheITsystems.ThroughtheimprovementofclientmanagersystemtoadapttoCommercialreformandtoimprovetheNingxiaBranchofChinaDevelopmentBank'scompetitiveness,makesurethattheNingxiaBranchcanmakemorecontributiontothenation’slong-termdevelopmentstrategiesandeconomicandsocialdevelopmentofNingxia.Keywords:TheNingxiaBranchofChinaDevelopmentBank,Clientmanagersystem,AnalysisandresearchMBA11.2MBA21.31.4MBA32.12.21.2002621~222..20045105~1063..200013~29420065~6MBA42.352004583~846MBA.~608.CRM.20032529KaiStorbackaJarmoR.Lentinen.Customerrelationshipmanagement:Creatingcompetitiveadvantagethroughwin-winrelationshipstrategies.NewYork:McGraw-HillCompanies2001123~125MBA52.42.510..20051042~4311.R...2008272122003MBA613200032~15014~801620003:1~121720101163~64MBA83.1.23.1.320032004200520062007200820091279015750189902314028928382124541111400141001732020180226172998637084%1.881.310.960.750.590.960.94%1.871.681.411.361..4822.01%140.3142.2177.1190.6251.1210.12215.081190014680176802156025446347274161210640127501541019040227742783732680131107890750348234853799%10.2610.509.158.0512.7711.3111.83130170230280288208319400310240200698839744%1.11.21.31.31.110.620.76%16.017.719.219.215.975.978.76MBA93.23.2.13.2.218:~2220045105~106..200013~2920065~62004583~84200518357~60.CRM.2003252KaiStorbackaJarmoR.Lentinen.Customerrelationshipmanagement:Creatingcompetitiveadvantagethroughwin-winrelationshipstrategies.NewYork:McGraw-HillCompanies2001123~125..20051042~43.R...20082722003200032~150..200674~11520003:1~1220101163~64:://wiki.mbalib.com/wiki/~