以客户为中心构筑电子银行的经营管理体系

传统的精细分工和管理模式使得商业银行业务流程和监控过程复杂化,导致管理效率低下,无法适应电子银行业务发展的要求,甚至成为制约业务发展的重要因素.建立以客户为中心的经营管理体系,将使电子银行摆脱内部低效的障碍,确立电子银行的市场竞争优势,提高客户忠诚度,实现收益最大化的目标.本文从创新内部管理体系、完善电子银行信息系统、开展电子银行客户关系管理、建立以客户为中心的产品体系、完善售后服务以及电子银行客户经理队伍建设等多个方面,提出了在现有经营管理总体框架内,建立以客户为中心的电子银行经营管理体系的初步构想.

Establishing an Operation and Management System of a Customer-Centered E-Bank

Traditional division of labor and management model in commercial banks not only complicated business flow and monitoring process but also lowered their management efficiency.Such a situation can not meet the demand of and even check the business development of e-banks.However,with a customer-centered business and management system in place,it will rid e-banks of internal low efficiency,es-tablish e-banks'competitiveness on market,enhance customers'loyalty and maximize profit.Thus a preliminary plan is provided for estab-lishing a customer-centered e-bank business and management system within the framework of current business and management.The plan is initiated from the perspective of innovating internal management structure,improving e-banks'information system,exercising e-banks'customer relationship management,developing a customer-centered products system and perfecting post-sale service as well as training customer managers suitable for e-banks.