II 摘要 2008年的金融危机带给世界经济的创伤依然在，在美国，次贷危机发生， 导致美国的各大银行和金融机构全部转型自保。在全球金融体系极大地变革的背 景下，银行零售业务的蓬勃发展已成为我国商业银行发展的主流趋势。利率的进 一步市场化、互联网金融的不断发展和市场经济条件的不断变化，给商业银行带 来了机遇和挑战。由于零售业务的客户及收益相对稳定，因此，成为商业银行发 展的首选。 本文在一系列相关理论的基础上进行研究分析，主要有转型发展理论、金融 创新理论、金融风险理论和客户关系理论，并对当前的形势进行分析。我国目前 的经济发展现状和金融市场问题提醒我们认识到发展零售业务的必要性。文章根 据商业银行发展目标和理念，回顾了商业银行零售业务发展和变革的进程。建议 优化商业银行产品结构和零售产品体系，对于银行内部的相关制度应该进行完善 和优化，提高服务质量和客户满意度，积极进行新技术、新产品的研发，加强销 售团队建设，提高专业水平，对于相关的组织结构进行升级和完善，积极建立风 险管理机制，并提出保障措施。希望本研究能为FD银行零售业务的发展提供新 的思路。 希望本文的研究能够对FD银行零售业务中存在的问题得到有效的帮助和解 决，为其他的商业银行进行相关业务时提供经验和理论实践经验，使FD银行能 够通过改变产品结构、管理模式、人员能力来提高其市场竞争力。 关键词：FD银行；零售业务；转型发展 Abstract III Abstract Thefinancialcrisisof2008stillbringstraumatotheworldeconomy.Inthe UnitedStates,thesubprimemortgagecrisisoccurred,leadingtothetransformationof allmajorBanksandfinancialinstitutionsintheUnitedStatesintoconservative. Underthebackgroundofglobalfinancialsystemreform,thevigorousdevelopmentof bankretailhasbecomethemainstreamtrendofChina'scommercialBanks.Further liberalizationofinterestrates,thecontinuousdevelopmentofInternetfinancingand changingmarketconditionshavebroughtopportunitiesandchallengestocommercial Banks.Becausetheincomeofretailbusinessisrelativelystable,ithasbecomethe firstchoiceforthedevelopmentofcommercialBanks. Basedonaseriesofrelevanttheories,thispaperstudiesandanalyzesthecurrent situation,mainlyincludingreformtheory,financialinnovationtheory,financialrisk theoryandcustomerrelationshiptheory.China'scurrentdevelopmentandfinancial marketproblemsaretorecognizetheneedtochangetheretailindustry.Theprocess ofretaildevelopmentandreformisthenreviewedintermsofitsobjectivesand concepts.Suggestionsoptimizingthestructureofcommercialandretailproduct system,toabankwithintherelevantsystemshouldbeperfectedandoptimized, improvetheservicequalityandcustomersatisfaction,andactivelytonewtechnology researchanddevelopment,tostrengthentheconstructionofsalesteamandimprove theirprofessionallevel,therelatedorganizationstructuretoupgradeandimprove, activelyestablishriskmanagementmechanism,andsafeguardmeasuresareput forward.Itishopedthatthisstudycanprovidenewideasforthedevelopmentofretail businessofcommercialBanks. Itishopedthatthestudyinthispapercaneffectivelyhelpandsolvethe problemsexistingintheretailbusinessofFDbank,andprovideexperienceand theoreticalandpracticalexperienceforothercommercialBankstoconductrelevant business,sothatFDbankcanimproveitsmarketcompetitivenessbychanging management,productionandpersonnelcapacity. Keywords: FD银行Bank;retailbusiness;transformationanddevelopment 目录 IV 目录 第一章引言..............................................................................................1 第一节研究背景................................................................................................1 第二节研究意义及目的....................................................................................1 第三节文献综述................................................................................................2 一、国外文献综述................................................................................................................2 二、国内文献综述................................................................................................................4 三、文献述评........................................................................................................................6 第四节研究内容与方法....................................................................................6 一、研究内容........................................................................................................................6 二、研究方法........................................................................................................................7 第五节本文的创新之处....................................................................................7 第二章相关理论综述.............................................................................9 第一节零售业务转型理念................................................................................9 一、零售业务的定义与分类................................................................................................9 二、零售业务转型发展的内涵..........................................................................................10 第二节金融创新理论......................................................................................11 第三节风险管理理论......................................................................................12 一、金融风险管理理论......................................................................................................12 二、商业银行风险管理理论..............................................................................................12 第四节客户关系管理理论..............................................................................13 一、客户中心理论..............................................................................................................13 二、客户价值理论..............................................................................................................13 第三章FD银行零售业务现状及存在的问题分析............................15 第一节FD银行基本情况................................................................................15 一、FD银行简介................................................................................................................15 二、组织结构......................................................................................................................15 第二节FD银行零售业务发展现状................................................................16 目录 V 一、负债业务情况分析......................................................................................................16 二、资产业务情况分析......................................................................................................20 三、中间业务情况分析......................................................................................................22 四、零售产品情况分析......................................................................................................24 五、客户关系管理情况......................................................................................................26 六、人员及内部组织情况..................................................................................................28 七、风险管控情况..............................................................................................................28 第三节FD银行零售业务发展存在的主要问题............................................29 一、零售业务结构失衡......................................................................................................29 二、团队协作效能有待提高..............................................................................................31 三、客户体验及客户粘性低..............................................................................................32 四、人才队伍建设相对滞后..............................................................................................32 五、风险管控能力面临挑战..............................................................................................32 第四章FD银行零售业务转型发展的必要性与可行性分析............34 第一节FD银行零售业务转型发展的SWOT分析.......................................34 一、优势（S）...................................................