Bank Of China Customer Customer Value

By illustrating the related theories of customer value, this thesis discloses the inside meaning of the concept of value, sets up the model of customer value and designs the method of putting this concept and its related theories into practice, with the intention of beneficial probing in the practicing of this concept.According to the real situation of Bank of China, this thesis analyzes the elements of customer value of banking and the influential factors of those elements. On the basis of detailed data gained from questionnaire, interview and industry analysis, this thesis analyzes the customer values and enterprise competitive capabilities of Bank of China and its main competitors and reveals the problems of management of Bank of China. Finally, this thesis makes further analysis and gives some practicable improvement measures respectively to each problem.All these improvement suggestions mentioned in this thesis have been recognized and appreciated by the authorities of Bank of China. These improvement suggestions need doing better in Bank of China management practice. This thesis provides Chinese banking industry enterprises a totally new method of improvement. It also gives other industries' enterprises a good reference on how to put the theory of customer value into the practice of enterprise management and its innovation.