数据挖掘在零售银行客户关系管理中的应用研究

数据挖掘技术在客户关系管理中应用广泛,分析客户的需求、行为、风险和成本等,可提高企业的整体经济效益。本文以零售银行为例,阐述银行零售业务客户营销管理中应用数据挖掘的方法,分析客户历史交易记录,挖掘目标客户群的商品购买模式,以进行交叉销售与提升销售,提高客户价值。     

数据仓库和数据挖掘技术在银行客户关系管理中的应用

中国的银行业在发展过程中，已逐步积累了大量的客户数据和经营数据。利用这些数据，发掘有价值的信息，已经成为今天中国银行业普遍关心的问题。解决问题的关键就是建立银行企业级的数据仓库，在数据仓库的基础上，施行客户关系管理，以满足银行客户分析需要和管理决策需要。本文旨在分析数据仓库和数据挖掘技术在银行客户关系管理中的应用和实施层次。     

客户经理制--CRM在我国商业银行的应用

随着银行业竞争的日益激烈,引入客户关系管理理论(CRM)已成为商业银行的当务之急.客户经理制作为CRM在银行的具体运用,充分体现了"以客户为中心"的原则.本文首先简要介绍了CRM理论及其在国内银行业的应用状况,随后分析了CRM与客户经理制的关系,指出客户经理制是CRM在银行的具体应用,最后针对目前实施客户经理制出现的问题提出了若干完善的建议.     

客户经理制——CRM在我国商业银行的应用

随着银行业竞争的日益激烈，引入客户关系管理理论（CRM）已成为商业银行的当务之急。客户经理制作为CRM在银行的具体运用，充分体现了“以客户为中心”的原则。本文首先简要介绍了CEM理论及其在国内银行业的应用状况，随后分析了CRM与客户经理制的关系，指出客户经理制是CRM在银行的具体应用，最后针对目前实施客户经理制出现的问题提出了若干完善的建议。     

论个人金融业务的客户关系管理--基于美国银行业个人金融业务发展战略的启示

银行客户关系管理(CRM,Cus-tomer Relationship Management),是运用现代信息技术和市场营销理论,对银行和客户关系进行重新界定和管理的一种理论和实践活动。其核心思想就是:客户是维持银行生存与发展的重要资源,主张对银行与客户间可能发生的各种关系进行全面管理。通过客户资料的整合和客户信息的共享,重新设计和安排业务流程和组织构架,及时满足不同层次客户需求,在对客户不断筛选、开发、稳定和扩大的区别对待动态过程中,提高为客户进行整体服务的能力,在提高客     

论新常态下的客户关系管理和客户忠诚度提升

在全球市场经济加速发展、顾客需求追求个性化、第三产业迅速发展的形势下,供求关系的改变导致企业与顾客的关系发生根本变化。企业依靠满足客户需求、与客户保持良好关系,提高客户忠诚度。从客户忠诚度提升对企业的重要性进行分析,并对客户关系管理和客户忠诚度进行研究,以客户关系管理为手段,客户忠诚度提升为目的,分析企业如何构建和保持客户关系,提高客户忠诚度,最终提升企业盈利能力。     

论银行顾客关系管理的变革趋势

处在新金融时代的银行业面临种种挑战和竞争,这些挑战有的来自同业之间,有的来自外资银行,有些竞争看似体现在银行营销的产品 上,但实质上是对高价值客户的竞争。本文提出了对现有客户资源分群,确认高价客户并为他们提供个性化、人性化服务的观念,同时指出银 行重建客户关系平台的变革势在必行。     

消费者信心指数对银行客户交易的影响

在金融危机的背景下,研究消费者信心指数对个体消费的影响具有重要的经济意义和理论价值.本文以金融银行业为基础,实证分析了消费者信心指教对不同细分市场客户交易频率的影响.通过对国内某商业银行的客户交易资料研究发现,消费者信心指数对高端客户交易频率具有显著的正向影响,而对中、低端客户交易频率的影响则不显著.研究结论对银行业的客户关系管理具有现实借鉴意义.     

零售业客户关系管理及数据挖掘的应用研究

客户关系管理(CRM)是电子商务背景下企业管理的一种新的理念、技术与方法。在激烈的市场竞争中,推行客户关系管理是零售企业获得忠诚顾客,增强市场竞争力的重要途径。有效的客户关系管理离不开客户数据分析,而数据挖掘则是进行客户数据分析的基本技术和方法。零售业在推行客户关系管理的过程中,需要加强对数据挖掘技术的应用研究,以支持企业的经营管理决策,将企业的信息化管理水平提高到一个新的层次。     

面向CRM的数据组织探讨

客户关系管理(CRM)是信息时代企业把握客户需求并以最快的速度做出响应、从而在激烈的竞争中立足的关键之一。发现和管理客户 关系以客户数据为基础。本文从客户关系管理对数据管理的要求、客户数据的特点入手,分析了客户数据存储和应用的现状及客户业务数据应用的特 点,提出了建立面向CRM的数据组织的思路。     

Internet adoption in Italian banks: An empirical investigation

This paper examines the determinants of adoption of Internet banking among Italian retail banks. In particular it aims at investigating the nature of Internet banking in relation to traditional banking activity. In doing so, the paper analyses the role of firm-specific and market-specific characteristics in affecting the decision to provide financial services via the Internet. The empirical analysis indicates that the adoption of Internet banking depends upon the characteristics of traditional banking activities, particularly in terms of existing networks of distribution and existing customers. First, banks with high branching intensity adopt more slowly than banks with a few branches in place. Second, adoption is negatively affected by the existence of a large customer base, once we control for assets. An important consequence of this is that the provision of financial services over the Internet is a strategy directed more at attracting new customers than at strengthening the relationship with existing ones.     

The dynamics of technological change in UK retail banking services: An evolutionary perspective

The purpose of this paper is to elaborate an evolutionary perspective on the process of structural change that has characterized the banking industry in the United Kingdom (UK). For this purpose, the evolution of retail financial services is contrasted against the backdrop of the implementation and development of information and communication technologies (ICTs). The paper delves into the sources and the effects of technological change in banking over a long-term perspective (1840s-1990s) to point out the significance of the opportunities and the constraints that have shaped the growth and development of this industry. This is interpreted as a three-stage evolutionary process driven by intertemporal coordination across several complementary domains, including activities of production, business organization, consumption and the underlying regulatory setting. It is concluded that the evolution of UK retail banking displays the characteristics of a distributed process of innovation in which developers of technologies, service suppliers and customers contribute to the process of structural change of the industry.     

Cell phone banking: predictors of adoption in South Africa—an exploratory study

Cell phone usage has grown phenomenally in Africa, and particularly in South Africa where initial growth forecasts have been greatly exceeded. This technology therefore provides opportunities for services such as banking to reach critical mass. All major retail banks in South Africa provide cell phone banking, but very few customers actually use it. This study examines the factors that influence the adoption of cell phone banking in South Africa, as a means of understanding how to possibly increase the rate of adoption. A framework developed in Singapore identifying factors influencing the adoption of Internet banking was used as a basis, and amended to assess cell phone banking. Factors identified as influences included relative advantage, trialability, and consumer banking needs, with perceived risk having a major negative influence.     

Users as service innovators: The case of banking services

Many services can be self-provided. An individual user or a user firm can, for example, choose to do its own accounting - choose to self-provide that service - instead of hiring an accounting firm to provide it. Since users can ‘serve themselves’ in many cases, it is reasonable to suspect that they can also innovate with respect to the services they self-provide - possibly without the assistance of service providers.In this paper, we conduct the first quantitative exploration of the importance of services innovation by users, focusing on the field of commercial and retail banking services. We find that 55% of today's computerized commercial banking services were first developed and implemented by non-bank firms for their own use, and 44% of today's computerized retail banking services were first developed and implemented by individual service users rather than by commercial financial service providers. Manual precursors to these services - manual procedures that carried out functions similar to computerized services in our sample - were almost always developed by users as self-services.Our empirical findings differ significantly from prevalent producer-centered views of service development. We speculate that the patterns we have observed in banking with respect to the major role of users in service development will prove to be quite general. If so, this will be an important matter: on the order of 75% of GDP in advanced economies today is derived from services. We discuss the implications of our findings for research and practice in service development.     

Examining the Relationship between Social Media Analytics Practices and Business Performance in the Indian Retail and IT Industries: The Mediation Role of Customer Engagement

Social media analytics (SMA) is a dynamic field which has received considerable attention from both academics and management practitioners alike. A significant number of the scholarly research currently being conducted in SMA, however, is conceptual. Industry experts know that SMA creates new opportunities for organisations who want to more strongly engage with their customers and improve business performance. However, the relationship between social media analytic practices (SMAP), customer engagement (CE), and business performance (BP) has not yet been sufficiently investigated from an empirical perspective. In order to gain a better understanding of the relationship between SMAP and BP and the mediation role of CE in that process, a large-scale survey was conducted among senior and mid-level managers as well as consultants in the Retail and information technology (IT) industries in India. Specifically, a structured closed-ended questionnaire was administered to managers and management consultants country-wide and gathered usable responses from 281 respondents holding positions such as: Digital Marketing Executive/Digital Marketing Specialist, Management Consultant, Analytics Manager, Customer Relationship Manager, Marketing Director, Engagement Manager, etc. who were in charge of digital marketing strategies in the respondent retail and IT organisations. The questionnaire addressed issues related to the way in which SMAP contribute to an enhanced business performance through the mediation role of customer engagement. Structural Equation Modelling was employed to analyse the received empirical data. On the basis of the findings our research concludes that there is a significant positive relationship between SMAP and BP mediated by CE in the Indian retail and IT industries.     

互联网环境下短周期产品的动态零售

随着信息技术的发展,产品的相关数据变得更容易获得,这样就为动态零售的实施提供了必要条件。由于价值易逝,如何更好地获取利润成了短周期产品的一个重要的课题,现代管理技术为短周期产品的零售提供了多种处理方法,本文就是从这些方面对动态零售做了一个描述与分析,最后给管理者在进行短周期产品动态零售做了一个小结与引导,并对未来的研究提出了看法。     

网络银行与银行创新简介

随着信息和通讯的迅速发展，尤其是网络技术，正在改变着银行业。银行业中出现的新的商业模式正取代旧式的模式，以先进的IT技术引导整个银行业务流程、经营管理模式和功能的再造。传统银行发展网络银行作为新的分销渠道，带来了银行的业务及经营管理方面的创新。同时，网络带来了新的商业模式，这些模式颠覆了传统银行业的一体化经营模式，带来了银行业及金融业的创新。本文从网络银行的发展实际情况着手，分析了网络银行给传统银行带来的创新，并着重探讨了网络银行带来的银行模式的创新。     

IT-based banking services: Evaluating operating and profit efficiency at bank branches

Data envelopment analysis (DEA) is an ideal tool to assess a bank branch's operating and profit efficiency. This study went a step further to also explore the impact of IT-based retail banking services on branch efficiency, and found that IT-based transactions at the branch level have a significant impact on profit efficiency, and therefore have a significant role to play in profit maximization. Improving bank branch technology to best support service delivery is also a practical way to achieve greater efficiency, which in turn, contributes to a commercial bank's overall profitability.     

战略绩效指标评价动态回馈影响之研究—网络公司为例

探究战略目标、绩效指标与行动等项目间的动态交互影响关系,结合系统动力学方法以解决战略地图及平衡计分卡中的动态问题。以研究整理"企业战略目标的规划设计及衡量程序",藉由企业战略目标规划与绩效评价间交互影响的机制与方法,透过系统动力学的互动模拟与测试,找寻企业战略目标中最适之关键绩效指标并进行修定战略与政策。战略目标项目与绩效指标的因果关系中会受到副作用及后遗症的影响,以系统动力学方法进行模拟与测试,以找寻系统中的领先指标,协助订立绩效评价指标,做为战略调整与政策规划之参考,有效提升战略目标长期整体效益。     

Effects of cross-platform multichannel shopping on online customer–firm relationship length,depth, and breadth: An empirical investigation

The rise of online retail platforms has facilitated customers to purchase from the same firm across multiple platform channels. It is challenging for firms to maintain online customer–firm relationships as customers are easily attracted by competitors on different platforms. While previous studies focus on offline-online multichannel shopping, how cross-platform multichannel shopping affects customer–firm relationships is largely neglected. Utilizing longitudinal customer data from an online seller with channels on two major Chinese retail platforms, we found that cross-platform multichannel shopping lengthens, deepens, and broadens online customer–firm relationships. Cross-platform multichannel shopping has a stronger positive effect on the length and depth of online customer–firm relationships as the duration before multichannel shopping increases. After cross-platform multichannel shopping, customers who revert to the original channel weaken their relationship with the firm compared to those who keep using both channels or migrate to another channel. Our empirical results contribute to the literature by examining novel multichannel shopping behavior and its dynamic process. The findings also provide insights into customer relationship management by targeting cross-platform multichannel shopping customers.