摘要：随着市场经济的持续发展，人们理财观念开始转变，商业银行面临诸多挑战。“金融脱媒”发展新形势，要求商业银行构建更为有效的发展框架。为保留优质客户，价格竞争向服务竞争转移，传统的经营模式已不再能满足客户需求。业务产品的营销中，保证客户对所提供服务的满意度成为重要环节。商业银行客户经理制作为一种营销导向的制度安排和组织结构，为银行的发掘客户、拓展市场提供了帮助。我国的商业银行客户经理制度近年来随着经济的发展取得进步，但客户关系管理中客户经理的参与度与贡献度较低，直接影响着商业银行的进一步发展。相较于国外的发展经验，我国商业银行现行的客户经理制在很多方面尚有不足。31750
本文针对客户经理制在我国银行业发展的现状，指出其存在的问题，通过对花旗银行客户经理制度发展状况的分析，提出改革客户经理制的相关建议。
毕业论文关键词：商业银行  客户经理制  问题   建议
 Problems and Suggestions of Customer Management System of Commercial Banks
Abstract: With Chinese sustained economic development and further opening of the domestic financial market, competition intensified. The new "financial disintermediation" developments request commercial bank's new business development framework and system construction. To retain quality customers, price competition shift to service competition, the traditional business model is no longer able to meet the perse needs of customers. During banking business and product marketing, improve customer satisfaction and loyalty has become an important part. As a marketing-oriented production of institutional arrangements and organizational structure, commercial banks account managers help the bank’s marketing. With economic development in recent years, Chinese commercial banks account manager system has made progress. However, customer managers’ low contribution and participation in customer relationship management directly affect the commercial bank marketing effect. Compared with the current status of development of foreign commercial bank customer manager system in the bank marketing, Chinese commercial bank customer manager system has many shortcomings.
In this paper, against the current development of the customer manager system in our country, analyze China's commercial banks marketing model, point out to the problems of manager system. Analyze Citibank account manager team’s participation, propose advice for reform of account manager.
Key Words: commercial banking     customer manager system    issues   suggestion
    目录
一、绪论    - 1 -
（一）研究目的    - 1 -
（二）研究意义    - 2 -
（三）文献综述    - 3 -
二、我国客户经理制发展现状    - 4 -
（一）客户经理队伍建设    - 4 -
（二）客户经理管理方法    - 5 -
（三）客户经理制度规范    - 6 -
三、我国商业银行客户经理制存在的问题    - 7 -
（一）认识存在偏差    - 7 -
（二）人员队伍建设不合理    - 7 -
（三）缺少合理的考核方法和激励约束机制    - 8 -
（四）客户经理队伍组织效能有待提高    - 9 -
四、国外客户经理发展的经验研究——以花旗银行为例    - 9 -
（一）营销策略    - 10 -
（二）组织架构    - 10 -
（三）客户经理队伍从业标准和任职资格    - 11 -
（四）客户经理培训制度    - 11 - 我国商业银行客户经理制存在的问题及建议:http://www.youerw.com/jingji/lunwen_28012.html