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客户关系管理系统强化了银行的服务,“服务”包含两方面的意思:一是专业化的服务,通过CRM系统对大量和零散的客户信息进行分析,找出各种数据之间的关联性,并设计和衡量客户的需求、赢利能力、信用度、风险度、满意度和忠诚度等指标,为客户提供满意的服务;二是增值服务,增值服务指CRM使银行通过网络为客户提供全面化、个性化的服务,最终将客户满意度转为忠诚度,为银行业带来良好的投资回报。
The customer relationship management system strengthens the bank’s services. The term “services” encompasses two aspects: First, professional services, and the analysis of large and fragmented customer information through the CRM system to find out the correlation between various data. And design and measure indicators such as customer needs, profitability, credit, risk, satisfaction and loyalty to provide customers with satisfactory services; second, value-added services, value-added services refer to CRM, which enables banks to provide customers with comprehensive services through the Internet. The personalized and personalized service will eventually turn customer satisfaction into loyalty and bring good return on investment for the banking industry.