银行业客户关系管理系统的体系架构研究与实践

The Study and Implementation of Customer Relational Management System Architecture of Banking Industry

我国银行业已经进入以客户为中心的客户关系管理阶段，现有信息系统在客户关系管理方面的问题日益突出，为了落实“以产品为中心”转变到“以客户为中心”的理念，提高客户的满意度和忠诚度，通过设计基于NHibemate的客户关系管理系统的四层体系结构建立客户关系管理系统来健全客户的维系与培育体制，实现合理的客户信息审核机制，将客户关系管理融入银行的金融资源体系，优化银行市场价值链条，最终实现银行核心竞争力的提升。

Nowadays banking industry has entered a customer-centric customer management phase, the existing information systems of Chinese banks in customer relationship management（CRM） issues become increasingly prominent, in order to implement the ＂product-centric＂ to ＂customer-centric＂ concept, and improve customer satisfaction and loyalty, the CRM system which is designed by four-layer Architecture based on NHibernate is to maintain and cultivate a sound system of the customer, the customer information to achieve a reasonable audit mechanism, customer relationship management into banks System of financial resources, optimizing the value chain of the banking market, and ultimately enhance the core competitiveness of banks.