基于个人客户关系管理的农行温州城西支行服务流程优化研究

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1、HUAZHONGAGRICULTURALUNIVERSITY硕士学位论文MASTER’SDEGREEDISSERTATION基于个人客户关系管理的农行温州城西支行服务流程优化研究THERESEARCHOFPERSONALCRM-BASEDBANKINGSERVICEPROCESSIMPROVEMENTOFABCWENZHOUCHENGXIBRANCH研究生:王晓勇CANDIDATE：XIAOYONGWANG导师:熊学萍教授SUPERVISOR：PROF.XIONGXUEPING学位类型:企业管理DEGREETYP

2、E:ENTERPRISEMANEGEMENT领域:营销管理FIELD:MARKETINGMANEGEMENT中国武汉WUHAN,CHINA二O一四年十一月NOV,2014万方数据学校名称：华中农业大学单位代码：10504分类号：密级：华中农业大学硕士学位论文基于个人客户关系管理的农行温州城西支行服务流程优化研究TheResearchofPersonalCRM-basedBankingServiceProcessImprovementofABCWenzhouChengxiBranch研究生：王晓勇学号：201230

3、6120046指导教师：熊学萍教授学位类型：企业管理领域：营销管理华中农业大学经济管理学院中国·武汉SchoolOfEconomicsAndManagement,HuazhongAgriculturalUniversityWuhan,China万方数据万方数据基于客户关系管理的农行温州城西支行服务流程优化研究目录摘要····································································································

4、·······································iAbstract······································································································································ii1绪论········································································

5、··································································11.1研究背景和研究意义·····························································································11.2文献综述···············································································

6、··································21.3研究内容与技术路线·····························································································51.4研究方法与数据来源·····························································································71.5可能的创新与不足·

7、································································································72本文理论基础与银行服务流程的理论模型分析······························································92.1相关理论基础·····································································

8、····································92.1.1客户关系管理理论···························································································92.1.2业务流程再造理论································