摘要
现代银行业在高强度的竞争环境下,银行企业与零售客户之间关系的动态性加剧,引发银行客户关系管理绩效波动。在对以往学者对商业关系动态性研究观点的分析梳理上,针对零售银行业面临的现实问题,分析了银行零售客户关系动态性的成因,提出对动态数据引入智能分析、精确化客户资产分类,将数据转化为客户知识以培育基于分析的竞争力,多渠道、动态化跟踪客户价值变化以挖掘新营销机会的应对策略。
In the high intensity competitive environment,the dynamic nature of the bank-customer relationship increased,leading to performance problems of bank-customer relationship management.This paper analyzes views of dynamic business relationships based on the literature,aiming at the practical problems faced by the retail banking industry,explains the formation mechanism of the dynamic relationship between the retail banking department and customers,and then comes up with strategies to enhance performance of the banking market.
出处
《未来与发展》
2011年第5期66-69,共4页
Future and Development
基金
国家自然科学基金资助项目(70872054)阶段性研究成果
关键词
零售银行业
关系动态性
应对策略
retail banking
relationship dynamics
coping strategies
