行業(yè)務(wù)最佳實(shí)踐與中國(guó)銀行業(yè)的選擇-在線瀏覽
2025-06-22 22:32本頁(yè)面
【正文】 1824 成年人 Adult 學(xué)生 /工作Student/working 信用卡 Credit card 貸款 Loan 2533 成年人 Adult 自有收入 Own ine 儲(chǔ)蓄 Savings 儲(chǔ)蓄 /小型投資基金 Savings/small investment funds 3444 成年人 Adult 已婚 /有子女 Married/child 自有住房 /汽車 Own apartment/car 儲(chǔ)蓄 /按揭 /貸款 savings/mortgage/loan 4555 成年人 Adult 收入較高 High(er) ine 旅行 /投資 /風(fēng)險(xiǎn)管理Traveling/investment/risks management 壽險(xiǎn) /養(yǎng)老基金、證券 Life insurance/pension funds, securities 55+ 成年人 Adult 退休 /開(kāi)支較少 Retired / less expenditures 旅行 Traveling 投資 Investment 其它投資 Other investments 高風(fēng)險(xiǎn)投資 Higher risk investments GvE/CBRC/2022 Rabobank Group 16 個(gè)人銀行業(yè)務(wù)市場(chǎng) —— 成年人 Private individuals adults 收入 Ine 基本產(chǎn)品 Basic product 較高端產(chǎn)品 Higher end product 高端產(chǎn)品 Affluent product 市場(chǎng)細(xì)分 Segments 較低 Lower X 零售銀行業(yè)務(wù) Retail banking 中等 Middle X X 私人銀行業(yè)務(wù) Private banking 富有 Wealthy X X X 理財(cái) Wealth management 基本 Basic 支付 payments 結(jié)算 settlement 借記卡 debit card 儲(chǔ)蓄 savings 自動(dòng)提款機(jī) ATM 較高端 Higher end 網(wǎng)上銀行 inter banking 信用卡 credit cards 按揭 Mortgage 養(yǎng)老基金 pension funds 證券 securities 高端 Affluent 投資 investments 結(jié)構(gòu)型產(chǎn)品 海外投資 structured product overseas investments GvE/CBRC/2022 Rabobank Group 17 企業(yè)業(yè)務(wù)市場(chǎng)細(xì)分 Segmentation business market 銷售額 人民幣 100萬(wàn)Turnover x 1mio RMB 300 300 150 100 50 40 30 20 10 1 法人實(shí)體 Legal entity 個(gè)體經(jīng)營(yíng)者 Personal Business 生命周期 Life cycle 說(shuō)明 Remarks：?jiǎn)T工 Employees 資產(chǎn) Assets 部門 Sectors 公司 Corporate 中等規(guī)模 Medium 公司零售 Corporate retail 小型 Small 中等規(guī)模零售 Medium retail 小型零售 Small retail 微型 Micro GvE/CBRC/2022 Rabobank Group 18 荷蘭合作銀行 Rabobank 客戶價(jià)值 Customer value 財(cái)務(wù)價(jià)值 Financial value 員工價(jià)值 Employee value 客戶第一 Customer fist 可持續(xù)的財(cái)務(wù)表現(xiàn) Sustainable financial results 注重人力資源 Taking care of human resources GvE/CBRC/2022 Rabobank Group 19 客戶滿意度 =可持續(xù)發(fā)展 =關(guān)鍵成功因素 Customer satisfaction =sustainable development =key success factor 固定的標(biāo)準(zhǔn)化服務(wù)水平 Fixed standardized service levels ?業(yè)務(wù)運(yùn)作：營(yíng)業(yè)廳、結(jié)算中心等 Business operations: business halls, settlements etc. ?服務(wù)：等候時(shí)間、電話接聽(tīng)時(shí)間 Service: waiting time, telephone response time ?營(yíng)業(yè)環(huán)境：干凈、整潔、注重隱私 Business environment : clean, tidy, privacy ?員工：優(yōu)待員工、尊重員工、使他們態(tài)度積極、經(jīng)驗(yàn)豐富 Employees: well cared, treating with respect, proactive attitude, skilled GvE/CBRC/2022 Rabobank Group 20 客戶滿意度 =可持續(xù)發(fā)展 =關(guān)鍵成功因素 Customer satisfaction =sustainable development =key success factor 產(chǎn)品 Products ?開(kāi)發(fā)產(chǎn)品以激發(fā)客戶的金融需求 Developed to enhance financial needs customers ?針對(duì)細(xì)分客戶群提供差異服務(wù) Differentiated to segmented customer groups ?不同的差異化服務(wù)水平 Differentiated service levels 問(wèn)卷調(diào)查 Questionnaires ?評(píng)估和制定適當(dāng)?shù)姆?wù)水平 Evaluating and setting right service levels ?并用于績(jī)效管理 Performance management GvE/CBRC/2022 Rabobank Group 21 分行網(wǎng)絡(luò) Branch work 目前狀況： 99%的客戶聯(lián)系通過(guò)分行網(wǎng)絡(luò)進(jìn)行 Present situation : 99% all customer contacts via work …………但交易量 90% but 90% transactions! 網(wǎng)絡(luò)非常重要：銷售和服務(wù) Network extremely important : Sales amp。 delivery change management 虛擬渠道 Virtual channels 分行管理 Branch management 分行 /營(yíng)業(yè)點(diǎn)的定位 Branch/outlet positioning 豐富的市場(chǎng)經(jīng)驗(yàn)（潛在市場(chǎng)） Extensive knowledge of market (potential) 客戶需求和行為 Customer needs and behavior 如果變革能夠?yàn)榭蛻籼峁└嗟倪x擇，那么客戶行為的調(diào)整就能達(dá)到最佳效果 Customer behavior can be most successfully modified when the change is introduced in the context of enhanced customer choice. 重塑分行網(wǎng)絡(luò)／網(wǎng)絡(luò)變革 Redesign Branch Network／ Network Changes 新的分行理念 New Branch concepts 零售分行網(wǎng)絡(luò)的變革計(jì)劃 Transformation program for retail branch work GvE/CBRC/2022 Rabobank Group 25 服務(wù)方案（標(biāo)準(zhǔn)程式） Formula 傳遞品牌價(jià)值 municating the brand 銀行宣傳推廣 Corporate munication promotion 產(chǎn)
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