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《Finance Forum》 2008-12
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Research on CRM Value Chain Model of Commercial Banks

ZHOU Xiao-chen YANG Qing  
On the basis of comparing the four theories of value chain,this paper integrates Port's traditional value chain model with commercial bank's customer-oriented operating character to build a value chain model applicable to commercial bank's customer relationship management(CRM).This model divides bank's value activities into basic activities and auxiliary activities.The former focuses on identifying and selecting customers,obtaining customers,maintaining customers,updating customers and withdrawing from customers.The latter includes leader's operation philosophy,human resource management,organization structure,organization culture and technical support.The goal of the value chain is to establish a long-term and mutually beneficial relationship between bank and customers.If a bank can carry out these activities more successfully and flexibly than its rivals,it will achieve competitive advantages.
【CateGory Index】: F832.2;F224
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【Citations】
Chinese Journal Full-text Database 1 Hits
1 LIU Xiao-hong 1,ZOU Peng 2 1 School of Business Administration, Zhongnan University of Economics & Law, Wuhan 430060, China 2 School of Management, Harbin Institute of Technology, Harbin 150001, China;The Study of CRM Value Management Model in Commercial Bank[J];Policy-making Reference;2005-03
【Secondary Citations】
Chinese Journal Full-text Database 3 Hits
1 ;Functional Management and Commercial Banks' Practice[J];The Banker;2006-08
2 WANG Jian-kang,KOU Ji-song (School of Management, tianjin university, Tianjin 300072,China);The Study of The CRM Value Chain[J];Journal of Industrial Engineering and Engineering Management;2002-04
3 WU Sizong, ZHANG Zheng (School of Economics and Management, Tongji University, Shanghai 200092,China);Study on mode of customer relationship management (CRM) based on value chain methodology[J];Journal of Harbin University of Commerce(Sciences Edition);2003-05
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