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PROBLEMS OF MODERN ECONOMICS, N 4 (36), 2010
FINANCE AND CREDIT SYSTEM: BUDGET, CURRENCY AND CREDIT REGULATION OF ECONOMY, INVESTMENT RESOURCES
Maraseeva A. Yu.
PhD student, Chair of Banking,
St. Petersburg State University of Economy and Finances,
Specialist of the Department of Service, Bank VTB 24


Client-oriented model of service in bank services (Russia, St. Petersburg)
The article discusses the transition of Russian banks toward the client-oriented model of business activity; describes organizational, psychological, and business-related aspects of the client-oriented bank policy, and makes conclusions about the effectiveness of introduction of this policy in the Russian banks
Key words: client-oriented approach, bank services, optimization of client flow



Литература
1. Зарщиков А. Рейтинг систем Интернет-банкинга // Финанс. — 2010. — № 14 (19 апр.).
2. Тоцкая Э. Как привлечь и удержать клиента без скидок? // Реальный Бизнес — стратегия и тактика успеха. — 2008. — № 6.
3. Лобанова Т.Н. Банки: организация и персонал. Современная концепция управления. Специализированный обучающий кейс-курс. М.: БДЦ-пресс, 2006.
4. Тосунян Г.А. Год великого перелома (Идея банкизации России от замысла до воплощения). — М.: Банк Пресс, 2007.
5. Бреслав Е., Голуба И. 7 нот бизнеса. Настольная книга руководителя. — М.: Эксмо, 2009.

Article in russian

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