摘 要
国际大型商业银行对客户关系管理的实践已有几十年，特别是对高端客户
关系管理已形成了一整套较为完善的系统，而我国商业银行在这方面起步较
晚，在管理方法上主要局限于传统的建章立制管理，缺乏对不同客户群体有针
对性的管理。虽然越来越多的银行认识到了客户已成为银行至关重要的商业资
源，且逐渐向以客户为中心的战略转变，但我国商业佷行在客户关系管理上依
然很薄弱，特别是在高端客户的关系管理上没有系统的方法，近几年成立的私
人银行、财富中心等并没有最大发挥作用。而截至 2011 年底，中国个人拥有可
投资资产总额依然在持续增长中。

国内关于商业银行客户关系管理方面的研究已经很多，但针对高端客户管
理的研究还不多。本论文在借鉴国内外银行对客户关系管理的成果为基础，运
用归纳演绎的方法分析我国商业银行在客户管理方面的现状和问题，并提出一
些对策和建议。

本论文首先介绍了高端客户群体近几年的发展状况，然后分析了全球主要
国家商业银行的高端客户维护情况，及我国商业银行高端客户维护的现状和问
题，分析了客户信息的重要性和收集方法，并运用大量统计数据对客户进行细
分，提出客户的维护方法，并对操作型客户关系管理系统进行了分解演绎。

关键词：银行, 客户, 维护, 管理

Abstract
The practice of International Large Scale Commercial Bank on customer relationship
management has lasted for decade years. Especially there is a complete system for those high-end
clients relationship management. But commercial banks in our country grow slowly. The methods
of management are limited to traditional rules, but lack of focusing on different customer groups.
Although more and more banks realized that customers have been the key commercial resource for
them, and they are changing customer-focused strategy, our commercial banks are still weak on
customer relationship management, especially the methods on super clients are not systemic. The
private banks and wealth centers established recently do not play an important role in helping with
it. Till the end of 2011, Personal Invest Amount of China is enjoying sustainable growth.
There are a lot of researches about commercial bank customer relationship management in
China, but the research for high-end customers is not that many. This essay is based on the results
of customer relationship management from commercial banks domestic and abroad, giving some
advices and solutions by using concluding ways to analyze the situation and problems that China
faces on customer relationship management at this moment.
This essay firstly introduces the development of high-end customers in recent years, and then
analyzes the high-end customers maintenance of main national commercial banks in global.
According to the situations and problems of high-end customers maintenance in China, analyzing
the importance and collecting methods of clients information, proposing customers maintenance
methods and deduct on operational customer relationship management system.
Key Words：Bank , Customer, Maintain, Administration