中文摘要
进入21世纪以来,我国金融业得到了跨越式发展,机构不断壮大,竞争实
力不断加强,建行天水分行也是如此。但随着股份制银行的进入,天水市金融界
开始面临巨大的挑战,而这种挑战主要是基于股份制银行在客户管理方面的优
势,特别是对私人银行客户的关系管理。事实证明,各家银行最热衷于抢夺的并
非存贷款业务市场,而是夺取能带来利润最大化的私人银行客户。对私人银行客
户的关系管理,国外和国内部分股份制银行有着多年甚至百年的管理经验,而建
行等国有银行刚刚起步。

为了进一步做好建行天水分行私人银行客户管理,解决目前存在的落后现
状,本文对建行天水分行私人银行客户和客户关系管理进行了分析研、究,提出一
种适用于建行天水分行私人银行客户变化、满足客户需求的管理方‘。

本文首先分析了建行私人银行客户管理现状,总结了传统管理方式中存在的
主要问题及原因,提出了建行私人银行客户关系管理的目标。同时借助于建行刚
刚研发的WPPS财富管理平台,在构建建行天水分行私人银行客户关系管理方
面进行了深入研究,提出了 “以客户为中心”的特色客户关系管理的思路和管理
方法,并对管理实施提出了保障措施。本文最终目的,是力求为实现建行天水分
行私人银行客户的有效管理,不断满足客户日益增长和变化的金融需求,留住老
客户、挖掘新客户,强大个人高端业务,实现建行天水分行的可持续发展目标提
供思路和方法上的参考。

关键词:建行天水分行私人银行客户关系管理 WPPS财富管理平台
I
EMBA学位论文作者:王玉红
建行天水分行骓于WPPS T■台的私人银行客户关系管理研究
ABSTRACT
Since the 21th century, with the rapid development of financial industry in China. The
institutions continue to grow and the competition is becoming sharper little by little. There&39;s no
exception of Tianshui Branch. But with the appearance of the shareholding bank, the financial
industry in Tianshui starts to face great challenges, which mainly base on the advantage of
customer management, especially for the private clients. It turns out that every bank has a great
appetite for clients who can bring the profit maximization, rather than the deposit and loan
business market. Foreign and most domestic shareholding hanks have years even centuries of
experience for the management of private clients. While construction bank and other state-owned
banks have just started.
In order to improve the private banking customer management of Tianshui Branch, CCB and
solve backward conditions which exist at present. The paper gives a analytic research between the
private banking clients of Tianshui Branch, CCB and customer relationship management. What&39;s
more,the paper puts forward a management method that is well suit to the change of private
banking customers to satisfy client&39;s needs.
First of all,the paper analyzes the present condition of private banking clients,as well as
draws a conclusion for the main problems and reasons existing in traditional management. And
then putting up with aims of the management. At the same time, with the help of WPPS Wealth
Management Platform which has just developed. The paper makes a further research of
constructing private banking customers&39; relationship management of Tianshui branch, CCB. In
addition to the special management thought and method of Customer-Centred. On the other
hand,secure measures on management practice are well put forward. The final purpose of the
paper is to provide a reference of mentality and method to realize the effective management of the
private banking clients of Tianshui Branch, CCB. As well as goals to satisfy customers&39; growing
and changing financial needs plus retaining old customers and developing the new. Along with
strengthening the personal high-end business and making the aims of sustainable development of
Tanshui Branch, CCB come true.
Key words: Tianshui Branch, China Construction Bank private banking customer
relationship management WPPS Wealth Management Platform