客户关系管理及其在我国商业银行领域的应用

客户关系管理（CRM）是现代管理科学与先进信息技术结合的产物，是企业重新树立以客户为中心的发展战略，并在些基础上开展的包括判断、选择、争取、发展和保持客户的过程；是企业以客户关系为重点，通过优化组织体系和业务流程，提高客户满意度和忠诚度，提高运营效率和利润的工作实践；也是企业为最终实现电子化运营目标所创造和使用的信息技术、软硬件系统及集成管理方法、解决方案的总和。我国商业银行在以信息化建设带动自身发展过程中，应注意客户关系管理理念，推动CRM系统的实施，以确保银行挖掘客户资源、再造组织结构、优化业务流程、提高其电子化运营水平、实现重塑银行核心竞争力的目标。     

商业银行完善客户关系管理策略

客户关系管理（CRM）是现代管理科学与先进信息技术相结合的产物，是企业树立“以客户为中心”发展战略开展的包括判断、选择、争取、发展和保持客户所实施的全部商业过程；是企业以客户关系为重点，通过再造企业组织体系和优化业务流程，开展系统客户研究，提高客户满意度和忠诚度，提高运营效率和收益的工作实践，也是企业为最终实现电子化、自动化运营目标所创造和使用的技术、软硬件系统及集成的管理方法。     

客户关系管理系统对我国商业银行经营管理的启示

客户关系管理（CustomerRelationshipManagement，CRM），作为现代管理科学与先进信息技术相结合的产物，是指企业为最终实现电子化、自动化的运营目标，所创造和使用的技术、软硬件系统及集成的管理方法、解决方案的总和。它以客户关系为重点，通过再造企业组织体系和优化业务流程，展开系统的客户研究，以达到提高客户满意度和忠诚度，并提高运效率和收益的目的。     

商业银行CRM的需求分析和系统实现

CRM(CustomerRelationshipManagement,客户关系管理)的定义可谓众说纷纭,究其实质,CRM是一种以客户为中心的管理理念。CRM以信息技术为手段,不断地管理和改善市场、销售、客户服务等与客户关系有关的业务流程,并提高各个环节的自动化程度,使企业内部和客户之间达到信息共享,从而提高客户的满意度和忠诚度。一、商业银行CRM的基本理念商业银行CRM是运用现代信息技术和市场营销理论,对银行和客户关系进行重新界定的一种理论,也是银行与客户全面接触的统一技术平台和智能服务系统。1.商业银行CRM的核心商业银行CRM的核心是以客户为中…     

"银行再造"的国际趋势、策略及我国的战略选择

随着金融领域的竞争日趋激烈，一种银行管理新模式-银行再造应运而生。世界银行业再造经历了一个由业务流程再造（BPR）向客户关系管理（CRM）演变的过程。其核心策略主要是：突出核心业务流程，实现业务流程多样化，形成银行与客户之间的单点接触，建立中心-辐射式组织结构等。我国国有商业银行面对加入世贸组织的挑战，必须借鉴西方银行再造的经验，实施组织结构、业务流程、信息技术、银行文化和员工行为的再造，以实现国有商业银行的可持续发展。     

利用CRM 提高银行竞争力

CRM 是现代管理科学与信息技术结合的产物,它以客户为中心,通过再造企业组织体系和优化业务流程,展开系统的客户研究,从而提高客户的满意度和忠诚度,提高运营效率和利润收益。虽然我国银行界从20年前就开始了客户信息     

证券公司客户关系管理的建议

客户关系管理(简称CRM)是一种通过优化客户价值和提炼企业价值来获取长期竞争优势的企业战略。其核心是借助先进的管理思想和信息技术，通过对企业业务流程的重组来整合客户信息资源，并在企业内部实现     

建设银行实施客户关系管理的思考

客户关系管理(CRM)是当代国际上流行的一种经营管理理念和经营战略，其中心内容是将客户作为企业核心的战略性资源进行管理，以此为基础构建以客户关系管理为核心的经营管理模式，其实施过程是通过战略设定、流程再造与优化、经营职能的重新设计以及技术辅助手段整合等一系列的活动实现的。在操作中，它以客户为中心的理念为基础驱动组织结构和工作流程的变革，实现企业业务流程和服务方式的重组与优化，     

努力营造关系型银行

随着信息技术的发展,根据每一个客户的特殊要求定制金融产品和服务的时代正向我们走来。国内银行业为在同业竞争中取得优势,纷纷提出以客户为中心的经营战略,努力建设关系型银行。关系型银行实施客户关系管理,通过识别客户的赢利性,与客户保持联系,以提高银行的赢利性。客户关系管理由客户服务、挖掘客户潜力和客户关系开发三部分组成,其目标是将客户通过一系列产品交易转变成为终身伙伴。银行电子化环境可以简单地划分为核心业务系统和服务渠道系统。核心系统担负银行运作的核心任务,而服务渠道则担负着客户信息获取、金融服务交付的功能。     

与电子商务有关的二十四个概念

客户关系管理(CRM):客户关系管理包括一套业务流程和支持系统,它支持企业策略表建立与特定客户长期的有利关系。CRM的主要目标是通过吸引新的客户、保持老客     

SIGNIFICANT DEVELOPMENTS IN MOTOR INSURANCE IN THAILAND

ABSTRACT: The 1990s saw rapid economic growth in Thailand. Motor insurance grew enormously, becoming the biggest income earner for total general business (both for the whole industry and for many individual companies). Cash flow underwriting seemed to be the recipe for success in a competitive market.
The agency distribution system for motor insurance in Thailand is almost wholly controlled by finance companies and banks, which expect a high rate of commission. Their delay in paying over the premiums to the insurers created bad-debt problems after the 1997 economic crash, when the government closed many of these financing companies. This also meant an end to the motor insurance boom, with a decrease in premium income and a reduction in investment returns and assets, thus threatening solvency margins.
Earlier in the decade, in 1993, there was the introduction of compulsory third-party insurance, followed by the establishment by the government of provincial bureaus to help these third-party claimants. And in 2000, just in time for the next wave of economic growth, a new rating system has been introduced to bring sophistication to the basic process of evaluating and pricing different risks, though still within a government tariff system. Liberalization is coming, in stages, and the industry is making changes so as to be in a fit state to cope with the increased competition and opportunities that this liberalization will bring.
Like all setbacks, the crash of 1997 was an opportunity for Thai motor insurers to examine the fundamentals of their business and plan to increase their professionalism. Some are already well on the way to high-quality service, meeting ISO 9002 standards, and have begun Internet trading.     

在商海中培养,由市场中造就--建立面向市场的金融人才队伍的思考

"未来市场中的稀缺资源不再是资本,而是优秀的人才."美国企管界大师史考特·派瑞博士如是说. 金融改革除体制、机制等结构或政策性改革的重要性外,人的把这部分网点的得关注与探讨.竞争已不单单表现在金融产品、市场份额、服务质量等方面,更突出的表现在对人才资源争夺上.     

LATEST DEVELOPMENTS IN LOCAL GOVERNMENT ACCOUNTING IN SPAIN

This paper provides an analysis of the present situation concerning local government accounting in Spain following recent reforms introduced in the early nineties. It presents a picture of the main features of Spanish local finance—budgeting and accounting, the measurement focus, and the basis of accounting—and analyses the financial reporting system adopted by Spanish municipalities. This is followed by a critical review of several weak points in the reform which in the author's view will encourage further developments.     

CHANGES IN POVERTY AND INEQUALITY IN DEVELOPING COUNTRIES

This paper presents new data on poverty, inequality, and growthin those developing countries of the world for which the requisitestatistics are available. Eco-nomic growth is found generallybut not always to reduce poverty. Growth, however, is foundto have very little to do with income inequality. Thus the "economiclaws" linking the rate of growth and the distribution of benefitsreceive only very tenuous empirical support here.      

REGULARITIES IN THE VARIATION OF SKEWNESS IN ASSET RETURNS

This paper documents regularities in the comparative skewness characteristics across several classes of assets and over time. We find smaller capitalized stock indices are more negatively skewed than larger stock indices. Over time, the skewness of stock indices follows a business-cycle-related variation. Skewness is more negative during economic upturns and less negative, even positive, during downturns. Three alternative methods for testing the statistical significance of skewness and for making confidence interval estimates of skewness are presented. These include a bootstrap methodology and a test that allows for nonindependent observations.     

CORRELATED BEHAVIOR IN LIMIT ORDER CANCELLATIONS,COMOVEMENT IN ASSET RETURNS,AND COMMONALITY IN LIQUIDITY

We examine whether there is common behavior in limit order cancellation activity, that is, commonality in cancellation activity, on U.S. exchanges. We then examine whether this commonality in cancellation activity is associated with increased levels of return comovement and commonality in liquidity. We document strong evidence of limit order traders exhibiting exchange, industry, marketwide, and stock-level commonality with regard to cancellation activity, which is consistent with limit order traders exhibiting correlated trading behavior. We also find that this correlated behavior in cancellation activity is associated with increased levels of return comovement and commonality in liquidity.