银行优质客户关系管理系统设计与实现

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云南大学硕士研究生论文银行优质客户关系管理系统设计与实现

银行优质客户关系管理系统设计与实现

摘要

当今银行业的发展已经不满足于上个世纪普通的现金存取业务，银行也从

储蓄为主的传统业主转变为多样化、多元化、多渠道话、全方位立体式的无缝服

务，并且随着金融市场中买卖双方较色的转变，银行与客户的关系不断升华，

特别是优质客户的发展呈现出对银行经营效益不断提高的一种关键因素。

以客户为中心的关系管理成为了银行信息化转变的主要方向，特别是能够

为银行带来巨大收益的高端优质客户，需要一个全面的个人优质客户关系管理

系统对其服务，系统能收益的高端优质客户，需要一个全面的个人优质客户关

系管理系统对其服务，对银行所有客户资源进行分类整理，以大数据为基础，

为特定客户群体提供定制的服务。该系统遵循软件工程基本原理，对系统进行了

需求分析，设计、实现与项目管理，开发技术采用了

SSH （struts、spring、hibernate）架构。

个人优质客户关系管理系统主要对银行客户进行规模、产品、贡献度、产品

覆盖度等几个方面进行分类分层的多维度管理，以银行核心业务系统 ABIS 为

基础收集分析客户特征，进行全方位产品覆盖的营销，已达到提高客户忠诚度、

贡献度的目的。

系统采用 B\S 模式，支持多用户同时登陆以总、分、支行为用户层级划分收

集整理银行客户信息，用户等级以银行实际行政架构划分，极大的实现了银行

自身扁平化管理的目的，由总行负责全国省级区域客户管理，省分行实行全省

区域客户管理，市分行辖区内客户管理，县市支行本级机构管理，网点精确到

户管理的层级划分。

本论文以笔者所在省级机构为案例，全省分行架设一台业务服务器，全省

16 地州共享省级区域内数据信息，实现大数据共享，全省化零为整的营销策略，

极大的提高了系统应用中对于实际生产的效率。

系统的上线，对于银行来说，特别是对于现代商业银行来说，对客户的掌

控更为精准，对于产品的营销也更直观，极高的加大了零售板块的发展。

关键词:SSH、客户关系管理；ABIS

云南大学硕士研究生论文银行优质客户关系管理系统设计与实现

Abstract

Today the development of the banking industry has not content to ordinary cash

access business of the last century, from traditional owners into savings Banks are

diversified, diversified, multi-channel, omni-directional and three-dimensional

seamless service, and as the financial market, buyers and sellers a color change in the

relationship between the customers and the bank rise, especially the development of

high-quality customer present to bank management benefit to improve a key factor.

Centered on customer relationship management (CRM) has become the main

direction of the bank information, especially can bring huge gains for Banks of the

high-end customers with good quality and the need for a comprehensive personal

customer relationship management (CRM) system for its service, the system will

benefit the high-end customers with good quality and the need for a comprehensive

personal customer relationship management (CRM) system for its high quality

service, to sort of all bank customer resources, on the basis of large data, provide

customized services for specific customer groups. The system according to the basic

principle of software engineering, to demand analysis, system design, implementation

and project management, development technology using the SSH (strust, spring,

hibernate) framework.

Personal quality customer relationship management system is mainly for size,

products, a bank customer contribution, product coverage from several aspects such as

hierarchical classification of the multidimensional management, on the basis of the

bank's core business system ABIS collecting, analyzing the characteristic of the

clients, the marketing of products covering all has reached to enhance the customer

loyalty, and contribution.

System adopts B/S mode, support multiple user login at the same time based on

the user level, points, branch always collect bank customer information, the user level

for actual administrative structure of Banks, greatly the purpose of the implementation

of the bank itself flattening management, customer management by the head office is

responsible for the national provincial area, for jiangsu province province branch

customer management, city branch customer management within their respective

云南大学硕士研究生论文银行优质客户关系管理系统设计与实现

jurisdictions, county branch institutions at the corresponding level management,

accurate to the home network management hierarchy.

In this paper with the examples of the author in the provincial institutions of

provincial branch set up a business server, the entire province 16 after the Shared area

at the provincial level data information, realize data sharing, marketing strategy of the

whole province to rectify, greatly improves the efficiency of system applications for

practical production.

System online, for Banks, especially for modern commercial Banks, to customers

more precise control, for the product of marketing is more intuitive, high up the

development of the retail sector.

Key words:SSH, Customer relationship management (CRM), ABIS

III

云南大学硕士研究生论文                                    银行优质客户关系管理系统设计与实现
目  录
摘  要.......................................................................................................................I
Abstract................................................................................................................II
目  录....................................................................................................................IV
图目录................................................................................................................VII
表目录..................................................................................................................IX
第一章 引言...........................................................................................................1
1.1 背景..........................................................................................................1
1.2 问题概述及开发系统的意义..................................................................1
1.3 研究的内容和主要工作..........................................................................2
1.3.1 研究的内容...................................................................................2
1.3.2 本人主要工作...............................................................................4
1.4 论文结构..................................................................................................4
第二章 系统的开发方法及相关技术...................................................................6
2.1 综述..........................................................................................................6
2.1.2 瀑布式开发模型...........................................................................6
2.2 相关技术 SHH 集成框架（struts+spring+hibernate）..........................8
2.2.1 Struts..............................................................................................8
2.2.2 Spring............................................................................................9
2.2.3 Hibernate.......................................................................................9
2.3 UML 建模技术......................................................................................10
2.3.1UML 概念....................................................................................10
2.3.2 用例图.........................................................................................11
2.3.3 类图.............................................................................................11
2.3.4 活动图.........................................................................................11
第三章 系统需求分析.........................................................................................12
3.1 需求概述................................................................................................12
3.2 业务需求分析........................................................................................13
3.2.1 系统参与者列表.........................................................................13
IV

云南大学硕士研究生论文                                    银行优质客户关系管理系统设计与实现
2.2 业务需求.....................................................................................14
2.3 主要业务流程图.........................................................................15
3 功能需求分析........................................................................................16
3.1 功能需求.....................................................................................16
3.2 系统业务功能.............................................................................17
3.3 用例描述.....................................................................................18
3.4 数据需求.....................................................................................23
4 非功能需求分析....................................................................................24
4.1 环境需求.....................................................................................24
4.2 系统安全性响应速度.................................................................24
4.3 技术成熟，系统健壮.................................................................25
4.4 安全需求.....................................................................................25
第四章 系统设计.................................................................................................26
1 系统总体设计........................................................................................26
2 软件体系结构设计................................................................................28
2.1 关键技术架构决策.....................................................................28
2.2 软件架构.....................................................................................28
2.3 模块设计.....................................................................................29
3 数据库设计............................................................................................39
3.1 表account 账户信息表...............................................................39
3.2 表customer 部门信息表............................................................39
3.3 表rights 权限表..........................................................................40
3.4 表message 模板短信表..............................................................40
3.5 表userResult 用户信息表..........................................................40
4 用户界面设计........................................................................................41
第五章 案例研究.................................................................................................43
1 农行云南省分行个人优质客户关系管理系统应用（PCRM）.........43
第六章 结束语.....................................................................................................45
1 总结........................................................................................................45
参考文献..............................................................................................................46
致谢......................................................................................................................47
V

云南大学硕士研究生论文银行优质客户关系管理系统设计与实现

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云南大学硕士研究生论文银行优质客户关系管理系统设计与实现银行优质客户关系管理系统设计与实现摘要当今银行业的发展已经不满足于上个世纪普通的现金存取业务，银行也从储蓄为主的传统业主转变为多样化、多元化、多渠道话、全方位立体式的无缝服务，并且随着金融市场中买卖双方较色的转变，银行与客户的关系不断升华，特别是优质客户的发展呈现出对银行经营效益不断提高的一种关键因素。以客户为中心的关系管理成为了银行信息化转变的主要方向，特别是能够为银行带来巨大收益的高端优质客户，需要一个全面的个人优质客户关系管理系统对其服务，系统能收益的高端优质客户，需要一个全面的个人优质客户关系管理系统对其服务，对银行所有客户资源进...

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