1、of 16 session brought to adhere to people-oriented, all-round, coordinated and sustainable scientific development view, promoting economic and social and human development. The core of the scientific Outlook on development is people-oriented. Implement the scientific concept of development and first
2、 implementation of people-oriented requirements. Office of the Party Committee of this years work, we have to firmly establish the idea of people-oriented philosophy, richness of understanding the people-oriented, seriously implement people-oriented requirements correctly grasping the practice of pe
3、ople-oriented, through people-oriented “three services“ working process, pushing the city Party Committee Office work to a new level. Investee (b) investee by people-oriented, in the final analysis is centred, human premise, a human-powered, human purpose. People-oriented thinking long. As early as
4、the spring and Autumn period of more than 2000 years ago, Qi Guan Zhong: “overlord of the beginning, and people-oriented. Principle of the solid. “For thousands of years, traditional Chinese political culture there is a wide variety of people-oriented thought. Pan Gengs “people“ to the Duke of Zhous
5、 “protect“ and then to Confucius “man“, from his “your KingLight “to the idea of“ Grand boat water “and then to advocate since the Han and Tang dynasties“ nation “, these useful idea is, is the country of the people, political sources. The rulers of “people“, the “San Zhi bei yan“; the rulers of “th
6、in people“, then “died suddenly“. The West ever since the Renaissance, it is because of the rise of humanism, really started to self awareness, self discovery and self-reflection. Predecessors in criticism of Marx and Engels thought on the basis of the outcome of, according to the great discovery of
7、 historical materialism, reveals the true nature of human existence, the ideology was essential and strongly suggests, as provided. In 1894, the Engels from Marxs writings, singled out his favorite passage for the new century weekly solemn inscriptions: “there, the free development of each is the fr
8、ee development of all people“. In modern society, people-oriented thinking more and more attention. People generally regard it as a kind of economic and social development, a principle, a requirement, as a need to maintain the interest of the people of, a pursuit, a purpose. This idea was praised, w
9、ith the profound connotation and practical significance. Investee 1. people answering epistemological questions and answered the questions of methodology. People contains a profound philosophical, epistemological and methodological significance of science. Known as epistemology, refers to the theori
10、es on the relationship between knowledge and practice. In the view of Marx and Engels, “man is mans world, is the State, society, and history writers and characters. “In other words, the world is one world, society is human society. We know the society, starting from the people to observe; we know t
11、he practice, from the people to study; we knew Office work, from the people who set out to explore. Ignoring this, will she seekend to form a proper understanding. Methodology refers to methods of knowing the world, transforming the worlds theory. Historical materialism tells us that social developm
12、ent, leave is impossible; all social progress, leaving people unable to achieve. We do anything, must first of all take into account the human factor, to find ways to give full play to the initiative and human creativity, mobilizing peoples enthusiasm. This is the result of numerous historical pract
13、ice of most of the scientific method. Emperor Taizong“The world of excellence into my opponent“ and “Zhenguan rule“, Qing Zeng Guofan to “more aides for the first prerequisite“ Zhong XING Ming Chen, are insisting on methodology of successful models. Promoting the reform and development, construction
14、 of well-off, more demands that we as a people-oriented scientific method. We do work in the countryside, it is necessary to put farmers first we engage in State-owned enterprise reform, we must regard expanding employment as an important goal we created urban, optimization-Habitat environment must
15、be pursued. Promotion Office, too, only mans subject status, to achieve rapid development. Investee 2. people who responded to the question, and replied to questions depending on who. Who issues, is concerned with the problem of the ruling party; depending on who issues are questions relating to the
16、 source of power of the ruling party. Look at the trend of the world, throughout the ages, no partys fate was not to be dominated by people, no Albert is not driven by the people of a nation. Our party has always attached importance to people, caring for people, his people as the coldest winter, par
17、ents of people as their own, but there were also some in adhere to people-oriented bias, war “sufan expansion“ peacetime “cultural revolution“, has caused a great loss to the revolution and construction. Through history, our party proved that when people, caring for people, and along the way there i
18、s a powerful force; when to ignore peoples thinking, to ignore the interests and needs of the people, the partys cause will suffer setbacks. People-oriented, power for the people, this is the most fundamental rules governing laws, large and small, every aspect is also ruling is the most essential re
19、quirements. Set up the people-oriented concept of governance, requires us to establish the main position, everything for the masses, rely on the masses, and consciously do right for the people, show concern for the benefit of people and bring benefit to the people, real people as masters of the coun
20、try, construction of the main body and the cause of main. From this perspective, adhere to the people-oriented and that is power for the people is to uphold the mass viewpoint and the mass line of the party. Office work is serving the overall work of the party. Only around the service objects, servi
21、ce, relying on the service principal to the service in order to Shun Water push the boat, a long-term perspective, creating impressive performance. Investee 3. people responded to a question of values, again answering Outlook on questions. Values and Outlook are an organic unity, and Outlook对于即将白热化的
22、竞争，实施客户关系管理，是眼下中国金融企业的一条捷径 金融业实施 CRM 的“1+5”法则：从业务流程重构起步，运用战略重视、长期规划、开放运作、系统集成和全程推广等方法 竞争关键客户 今天的中国金融业不再是一潭平静的湖水，而是浪花溢溅的激流。 IT 技术和信息化，改变了金融竞争的规则，也使得广大机构和个人客户在寻求金融服务时有了空前巨大的选择空间。大型国有商业银行致力于拼抢高端企业客户，新兴股份制银行则在中小企业金融服务和技术领先型产品上大做文章；证券和基金公司面对连年低迷的大势，正合纵连横，力图从优质客户身上挖出更多利润；投资、信托企业和期货公司，则更是视眼下为多年未遇之良机，大力开拓市场
23、，拼抢各自的市场份额。企业、机构和个人，都成为各种金融机构所密切关注的服务对象。对于以服务为本的金融企业来讲，以客户为中心，正逐渐成为他们商业运作活动的“信仰”。 混业与创新在改变着金融服务的形态。但客户关系和资源掌控的格局，却深刻改变着金融市场的力量对比。今天的中国金融业正步入客户主导的买方市场。无论银行、证券还是保险、基金公司，都无一例外地意识到，客户已成为企业至关重要的商业资源，客户关系的建立、维持和培育应成为自己最该重视的任务。 但金融企业靠什么来竞争优质客户？金融产品和服务往往具有突出的同质性，企业的管理者很快会发现，哪怕是员工最积极地去了解客户金融需求、去服务和呵护客户，但在企业的
24、经营后台，如果没有形成完整和科学的“流程管理”能力，在其业务前台，如果没有一体的“客户关系管理”能力，要竞争到关键客户并为其提供优质的金融服务，是无法想象的。 客户关系管理 应用 CRM 对金融企业最大的挑战在于，如何把客户资源结合到自身的核心竞争力之中，使其难以被模仿，更无法被竞争对手复制。 过去，在客户满意度和忠诚度没有达到“蜜月区域”之前，独立而积极进行市场推广的金融机构可能因为市场挖空行为而功败垂成。但今天，金融工具的普及和网络平台的发展使客户的背离变得多么简单！比如，对银行业的新竞争者来讲，只有产生“挤压效应”(SqueezePlay)，他们才能从传统银行的利润中分得一杯羹。因此他们
25、瞄准的客户：一类是希望统一处理自己的金融事务，同时又想在更大范围内选择“服务提供商”的客户，另一类则是十分有主见、寻求“品类杀手”(CategoryKiller)的客户他们谋求自己能挑选出最好的产品来构成最佳投资组合。新的竞争者如果能成功得到客户的配合，那么在金融服务链条中，银行所能占据的高附加值环节就越来越少，市场就会出现挖空。 现在看来，只要金融机构具备足够的一体化客户关系管理能力，它就可以满足客户全方位的金融需求，从而也创造属于自己的市场的商业机会。 “1+5”规则 CRCC 在其“中国 CRM 应用方法论”中针对金融行业专门提出了“1+5”的实施规则。通过在金融业应用案例的大量研究，C
26、RCC 发现，只有将全流程先进管理和一体化客户关系管理结合起来，才能保证金融企业在竞争和获得关键客户之后，具备为其提供贴身、增值金融服务、创新金融产品的能力。这套实施规则主要包括： “1”是指一项基本原则：从业务流程重构起步。金融企业实施客户关系管理，首先要注重业务流程重构。为寻找 CRM 解决方案，必须先去研究现有的金融营销、服务策略和模式，审视流程，发现不足并找出改进方法，设计和重组新的业务流程。只有通过流程再造，金融企业才能整合of 16 session brought to adhere to people-oriented, all-round, coordinated and su
27、stainable scientific development view, promoting economic and social and human development. The core of the scientific Outlook on development is people-oriented. Implement the scientific concept of development and first implementation of people-oriented requirements. Office of the Party Committee of
28、 this years work, we have to firmly establish the idea of people-oriented philosophy, richness of understanding the people-oriented, seriously implement people-oriented requirements correctly grasping the practice of people-oriented, through people-oriented “three services“ working process, pushing
29、the city Party Committee Office work to a new level. Investee (b) investee by people-oriented, in the final analysis is centred, human premise, a human-powered, human purpose. People-oriented thinking long. As early as the spring and Autumn period of more than 2000 years ago, Qi Guan Zhong: “overlor
30、d of the beginning, and people-oriented. Principle of the solid. “For thousands of years, traditional Chinese political culture there is a wide variety of people-oriented thought. Pan Gengs “people“ to the Duke of Zhous “protect“ and then to Confucius “man“, from his “your KingLight “to the idea of“
31、 Grand boat water “and then to advocate since the Han and Tang dynasties“ nation “, these useful idea is, is the country of the people, political sources. The rulers of “people“, the “San Zhi bei yan“; the rulers of “thin people“, then “died suddenly“. The West ever since the Renaissance, it is beca
32、use of the rise of humanism, really started to self awareness, self discovery and self-reflection. Predecessors in criticism of Marx and Engels thought on the basis of the outcome of, according to the great discovery of historical materialism, reveals the true nature of human existence, the ideology
33、 was essential and strongly suggests, as provided. In 1894, the Engels from Marxs writings, singled out his favorite passage for the new century weekly solemn inscriptions: “there, the free development of each is the free development of all people“. In modern society, people-oriented thinking more a
34、nd more attention. People generally regard it as a kind of economic and social development, a principle, a requirement, as a need to maintain the interest of the people of, a pursuit, a purpose. This idea was praised, with the profound connotation and practical significance. Investee 1. people answe
35、ring epistemological questions and answered the questions of methodology. People contains a profound philosophical, epistemological and methodological significance of science. Known as epistemology, refers to the theories on the relationship between knowledge and practice. In the view of Marx and En
36、gels, “man is mans world, is the State, society, and history writers and characters. “In other words, the world is one world, society is human society. We know the society, starting from the people to observe; we know the practice, from the people to study; we knew Office work, from the people who s
37、et out to explore. Ignoring this, will she seekend to form a proper understanding. Methodology refers to methods of knowing the world, transforming the worlds theory. Historical materialism tells us that social development, leave is impossible; all social progress, leaving people unable to achieve.
38、We do anything, must first of all take into account the human factor, to find ways to give full play to the initiative and human creativity, mobilizing peoples enthusiasm. This is the result of numerous historical practice of most of the scientific method. Emperor Taizong“The world of excellence int
39、o my opponent“ and “Zhenguan rule“, Qing Zeng Guofan to “more aides for the first prerequisite“ Zhong XING Ming Chen, are insisting on methodology of successful models. Promoting the reform and development, construction of well-off, more demands that we as a people-oriented scientific method. We do
40、work in the countryside, it is necessary to put farmers first we engage in State-owned enterprise reform, we must regard expanding employment as an important goal we created urban, optimization-Habitat environment must be pursued. Promotion Office, too, only mans subject status, to achieve rapid dev
41、elopment. Investee 2. people who responded to the question, and replied to questions depending on who. Who issues, is concerned with the problem of the ruling party; depending on who issues are questions relating to the source of power of the ruling party. Look at the trend of the world, throughout
42、the ages, no partys fate was not to be dominated by people, no Albert is not driven by the people of a nation. Our party has always attached importance to people, caring for people, his people as the coldest winter, parents of people as their own, but there were also some in adhere to people-oriente
43、d bias, war “sufan expansion“ peacetime “cultural revolution“, has caused a great loss to the revolution and construction. Through history, our party proved that when people, caring for people, and along the way there is a powerful force; when to ignore peoples thinking, to ignore the interests and
44、needs of the people, the partys cause will suffer setbacks. People-oriented, power for the people, this is the most fundamental rules governing laws, large and small, every aspect is also ruling is the most essential requirements. Set up the people-oriented concept of governance, requires us to esta
45、blish the main position, everything for the masses, rely on the masses, and consciously do right for the people, show concern for the benefit of people and bring benefit to the people, real people as masters of the country, construction of the main body and the cause of main. From this perspective,
46、adhere to the people-oriented and that is power for the people is to uphold the mass viewpoint and the mass line of the party. Office work is serving the overall work of the party. Only around the service objects, service, relying on the service principal to the service in order to Shun Water push t
47、he boat, a long-term perspective, creating impressive performance. Investee 3. people responded to a question of values, again answering Outlook on questions. Values and Outlook are an organic unity, and Outlook内部资源，建立适应客户战略的、职能完整、运行高效的组织机构，也才能建立以满足客户需求为中心的新业务流程。 “5”是指四种重要方法：战略重视、长期规划、开放运作、系统集成和全程推广
48、。 战略重视：CRM 的实施是一项极为复杂的系统工程，将涉及到整体规划（Strategy）、创意（Creative）、技术集成（SolutionIntegrated）、内容管理（ContentsManagement）等多方面工作。因此实施 CRM 要获得企业高层管理者从发展战略上的支持，项目管理者应当有足够的决策权，从总体上把握建设进度，提供所需的财力、人力资源并推动实施。 长期规划：要在自身发展战略框架内进行 CRM 项目规划，设计较长远的、分若干个可操作阶段的远景规划非常重要。金融企业可以从一些需求迫切的领域着手，稳妥推进。期望毕其功于一役，投入过大，给企业带来的冲击可能太强，也往往不符合
49、金融企业稳健经营的原则。金融企业可以开发局部应用系统，在特定部门、区域内进行小规模试验或推广，进行质量测试、评估阶段成果并加以改进，然后不断向系统添加功能或向更多部门部署。 开放运作：金融企业实施 CRM 应当遵循专业化、开放式的运作思路。尽管在大型商业银行、证券和保险公司往往都拥有比较强大的研发能力和智囊，但自己从头进行分析、研究、规划和开发时，显然会遇到各方面的难题和困扰。如果与已有较成熟产品和成功案例的专业解决方案提供商深入合作，或者是聘请专业咨询公司，从整体上提出 CRM 解决方案并协助实施，成功的速度会大大加快。 系统集成：金融企业不仅要投入项目资源，推进 CRM 实施和改进，还特别要注重实现与现有信息业务系统的集成。对于电子化水平整体较高的金融企业来讲，第一是要对客户联系渠道进行集成，保证与客户的互动是无缝、统一、高效的；第二要对工作流进行集成，为跨部门的工作提供支持；第三要实现与财务、人力资源、统计等应用系统的集成；第四要注重 CRM 自身功能的集成和加强支持网络应用能力。 全程推广：注重在实施全过程中推广 CRM 理念和方法，是确保 CRM 实施成功的重要措施。因为如果企业管理层对于项目的看法不统一、各业务职能部门对实施有较强的抵触心理、或是最终用户缺乏必要的应用知识的话，那么金融企业 CRM 应用的效果
