Core Points - A heartwarming incident occurred at the CCB Heze Dongxian Development Branch, where staff provided exceptional service to a pregnant customer with mobility issues, ensuring a warm and reassuring banking experience [1] - The branch's staff demonstrated a customer-centric approach by offering comfortable seating, warm water, and patient guidance throughout the transaction process, highlighting their commitment to serving special customer groups [1][2] Summary by Sections Customer Service Experience - The branch manager immediately recognized the pregnant customer's special needs and guided her to a comfortable seat while offering warm water to ease her anxiety [1] - The teller patiently assisted the customer in filling out the transfer form, confirming important details such as the transfer amount and recipient's account number to ensure accuracy [1] Commitment to Customer Care - The staff maintained a gentle and focused communication style, explaining each step of the transaction to keep the customer informed [1] - After the successful completion of the transaction, the customer expressed heartfelt gratitude, emphasizing the warmth and attentiveness of the service provided [1] Future Service Orientation - The CCB Heze Dongxian Development Branch plans to continue its commitment to serving various special customer groups with even more thoughtful and professional services, aiming to provide a warm financial experience [2]

Core Viewpoint - The company launched an immersive experience activity called "I am a Claims Adjuster" during the 2025 Customer Festival, allowing clients to participate in the claims process firsthand, enhancing customer service from behind-the-scenes to front-stage [1][10]. Group 1: Customer Engagement - The "I am a Claims Adjuster" activity is designed to provide practical experience, where clients follow professional claims adjusters through the entire process, including accident investigation, loss assessment, document review, and payment [3][10]. - Clients, such as Ms. Xiao, expressed surprise at the complexity of the loss assessment process, highlighting the professionalism and rigor involved [3]. - The activity received positive feedback from clients in cities like Jinan and Heze, with participants actively engaging in real-life claims scenarios, demonstrating empathy and support for those affected by accidents [6]. Group 2: Technology and Efficiency - In Zaozhuang, clients like Mr. Zhang utilized technology to expedite the claims process, showcasing the efficiency of the service through mobile uploads and real-time tracking of claims [10]. - The initiative not only bridges the gap between clients and insurance services but also fosters trust and understanding through role reversal [10]. Group 3: Future Directions - The company aims to continue driving innovation, leveraging technology, and focusing on human-centered service to enhance customer experience and create more value [10].

Core Viewpoint - The article highlights the prompt and compassionate response of Industrial Bank's Changzhou New North Branch in assisting a customer facing a medical emergency, showcasing the bank's commitment to customer-centric service and social responsibility [1][2]. Group 1: Emergency Response - The bank initiated a "special customer financial service green channel" to address the urgent needs of a customer whose brother was hospitalized and unable to access funds due to a lack of password [1]. - The branch manager coordinated with both the family and the hospital, completing the necessary identity verification and transferring funds directly to the hospital's account within two hours [1]. Group 2: Customer Care and Support - The branch manager, Zhang Xiaoming, provided personal support by accompanying the family and understanding their financial difficulties, ultimately donating 1,000 yuan to alleviate their stress [2]. - This incident reflects the bank's long-standing commitment to a customer-centric service philosophy, particularly for vulnerable groups such as critically ill patients [2].

6月14日，济南珍珠泉礼堂内欢声笑语此起彼伏，浦发银行济南分行在这里成功举办"卓信成长季——靠浦一夏 剧说成长"亲子剧场贵宾客户活动。此次活动 特别邀请了1000位客户家庭成员到场，通过一场精彩的儿童舞台剧，为大家带来了一场充满爱与欢乐的亲子盛宴。 演出结束后，演员们来到大厅，与孩子们进行了亲切的互动合影。孩子们兴奋地围在演员身边，争相与自己喜爱的角色拍照留念，脸上洋溢着幸福的笑容。 家长们也纷纷拿出手机，记录下这一美好的瞬间。许多家长表示，这样的活动不仅让孩子们度过了一个愉快的周末，也让他们有机会与孩子一起享受亲子时 光，增进了彼此之间的感情。一位客户感慨地说："浦发银行这次活动真的太贴心了，孩子们玩得非常开心。感谢银行精心组织，让我们感受到了浓浓的关 怀。" 此次"靠浦一夏 剧说成长"亲子剧场活动，是浦发银行济南分行践行"以客户为中心"服务理念的生动体现。活动不仅丰富了客户的业余生活，也进一步增强 了客户黏性和信任度。浦发银行济南分行将为客户提供更加优质、贴心的金融服务和非金融服务，与客户携手共创美好未来。 活动当天，孩子们怀揣着激动与期待，早早来到现场。演出以一个趣味互动——摸摸雪宝的鼻子开启，瞬间点燃 ...

Group 1 - Lijin Rural Commercial Bank organized a series of themed activities titled "Warm Dragon Boat Festival, Rural Commercial Bank Accompanying" to celebrate the traditional festival with customers and residents [1] - The bank collaborated with community residents to engage in activities such as making rice dumplings and promoting financial knowledge, thereby strengthening emotional connections [4] - Various branches of the bank hosted different themed events, including health knowledge sharing, interactive games, and festive gifts, to enhance customer engagement and cultural appreciation [4] Group 2 - Lijin Rural Commercial Bank aims to continuously innovate service formats and enrich its service system, focusing on providing high-quality, attentive, and efficient financial services to customers [5]

当00后消费群体崛起成为车市主力军，其"数字原住民"的触媒习惯、"场景化"的产品认知、"即时满足"的体验需求，正在颠覆传统汽车产业的运营逻辑，也 让依赖传统组织流程与思维范式的车企，正遭遇前所未有的适配性危机。 作为头部车企，一汽-大众大众品牌洞察用户结构与行为的深刻变迁，率先打破组织惯性，围绕"以客户为中心、以结果为导向"的核心轴，重塑组织流程、 革新思维基因、激发体系潜能。其目标清晰而坚定：推动大众品牌从传统销售管理模式到"以客户为中心"的营销模式转型，驱动品牌的高质量可持续发展， 为预计2026年起陆续推出的10款为中国市场专属打造的全新车型铺就坦途。 对一汽-大众大众品牌而言，这不仅是一次常规的职能调整，更是品牌在理念、流程与文化层面的一次主动升级，标志着其正在构建更贴近市场、更具响应 力的组织机制。 4月初启动，5月底完成，一汽-大众大众品牌用不到两个月时间，迅速、高效、有序地完成了全体系组织架构变革。 此次组织机构变革中，大众品牌主要围绕后台两个To C的部门市场和客户进行职能重塑，直接锚定客户需求。市场部下设立7个二级部门，其中整合营销和 营销技术部均为平台性部门，其他5个分别依据客户成熟链路而 ...

Group 1 - The article emphasizes the importance of practical management learning over theoretical courses, suggesting that many management courses are ineffective and do not solve real problems [1] - It argues that true management understanding comes from reading foundational management classics and learning through practice, rather than relying solely on various methodologies [1] - The article critiques the overestimation of one's intelligence, warning against the pitfalls of self-proclaimed cleverness in management [1] Group 2 - Huawei's management philosophy is highlighted as a valuable asset, with a focus on the dynamic nature of management practices that need to be tailored to specific contexts [3] - The article compares management techniques to martial arts, stating that without a strong foundational philosophy ("Dao"), techniques may lack effectiveness [3] - It notes that during Huawei's early stages, rapid growth was prioritized over management systems, which became essential as the company scaled [3] Group 3 - Huawei's corporate culture integrates both Eastern and Western management philosophies, allowing it to adapt to a global workforce [5] - The article stresses that a strong corporate culture is essential for building a successful enterprise, emphasizing the importance of trust and collective commitment among employees [5] - It discusses the idea that material rewards alone cannot sustain employee loyalty, highlighting the significance of cultural foundations [5] Group 4 - The core of Huawei's culture is centered around customer focus and the principle of hard work, with a commitment to providing high-quality, low-cost services [7][8] - The article asserts that all actions should ultimately serve the customer, as customer satisfaction is fundamental to business survival [8] - It emphasizes that the spirit of hard work is a central theme in Huawei's culture, which must not be compromised despite external challenges [8] Group 5 - The article discusses the importance of cultivating a strong mindset in the information age, advocating for the establishment of advanced thinking models to discern valuable insights [10] - It suggests that engaging with company documents and leadership communications can provide significant insights and energy for organizational development [10] - The relationship between philosophy, culture, and effective management practices is underscored, indicating that a strong philosophical foundation is crucial for strategic direction [11]

转自：新华财经 一张病床、一台移动设备、一份委托协议……这场在病房里完成的特殊金融业务，不仅解了客户的燃眉 之急，更诠释了兴业银行"真诚服务，相伴成长"的初心。 近日，兴业银行鄂尔多斯准格尔支行接到一通特殊的求助电话——因骨折住院的客户焦先生急需办理银 行卡密码重置以支付医疗费用，却因行动受限无法亲临网点。面对客户的焦虑，支行会计主管王飞迅速 启动"特事特办"绿色通道，协调两名工作人员携带移动终端设备，将"银行柜台"搬进了医院病房。 在医院的病房内，工作人员严格遵循合规流程，仔细核对焦先生身份信息，耐心讲解业务风险，仅用10 分钟便完成身份核验和授权委托手续。随后，其家属李女士持委托书前往网点顺利办理密码重置，确保 医疗费用及时支付。"原以为要耽误治疗，没想到银行直接把服务送到床边！"焦先生感慨道。这暖心一 幕，正是兴业银行"以客户为中心"的生动缩影。 近年来，兴业银行鄂尔多斯分行针对老年、病患、残障等特殊群体，创新推出"移动柜台+远程指导"服 务模式，应急响应机制：设立服务专线，对医疗缴费、救灾资金等紧急需求"一事一策"定制解决方案； 流程再造：优化特殊客户服务指引，将上门核实、远程授权等环节嵌入系统，确保 ...

Core Concept - SCRM (Social Customer Relationship Management) is an upgraded version of traditional CRM, focusing on social interaction and precise operations to enhance customer relationships and experiences [1][2][3] Group 1: Definition and Purpose of SCRM - SCRM emphasizes two main goals: improving customer experience through automated interactions and utilizing social data for cost-effective user engagement [3][4] - It is particularly suitable for B2C sectors, especially in retail, where direct consumer engagement is crucial [5] Group 2: Core Functions of SCRM - SCRM integrates customer data from various social platforms, creating comprehensive customer profiles for better follow-up [6] - It enables social interaction and targeted marketing through automated notifications and personalized messages based on customer behavior [7] - Data analysis and intelligent decision-making are facilitated by tagging customers based on their interactions, helping businesses to predict purchasing intentions [8] - SCRM includes growth tools like group buying and referral incentives, which can significantly increase potential customer acquisition [8] - Efficient customer service is supported through multi-agent collaboration and automatic issue assignment based on keywords [9] Group 3: Key Features of SCRM - SCRM deeply integrates with high-frequency social platforms, allowing businesses to interact with customers anytime [10] Group 4: Effective Applications of SCRM - SCRM is essential for digital transformation, especially for small and medium enterprises aiming for precise customer acquisition and sustainable growth [13] - It can enhance customer loyalty through long-term interactions, as evidenced by a 30% increase in repurchase rates for certain brands [14] Group 5: Choosing the Right SCRM System - Companies should first clarify their needs, whether for small community management or comprehensive data integration [14] - The system's scalability and ability to support future upgrades are critical considerations [14] - Emphasis on service and security is vital, ensuring that the chosen brand provides technical support and data protection [14]

3. 权益衍生品业务发展情况和下一步计划？ 证券代码：000166 证券简称：申万宏源 申万宏源集团股份有限公司投资者关系活动记录表 编号：2025-0523-1 | | ☑特定对象调研 □分析师会议 □媒体采访 □业绩说明会 | | --- | --- | | 投资者关系活动 | □新闻发布会 □路演活动 | | 类别 | □现场参观 | | | □其他 | | 参与单位名称及 | 国泰海通证券分析师及其所邀请的投资者 | | 人员姓名 | | | 时 间 | 2025 年 5 月 23 日 10:00-11:20 | | 地 点 | 公司会议室 | | 上市公司接待人 | 李 丹、黄佳怡，申万宏源集团股份有限公司董事会办公室/ | | 员姓名 | 战略管理部人员 | | 1. | 公司一季度业绩增长原因？ | | | 2025 年第一季度，公司实现合并营业收入 54.79 亿元； | | | 净利润 22.47 亿元，同比增长 35.62%。全资子公司申万宏源 | | | 证券实现归母净利润 22.06 亿元，同比增长 36.76%。公司秉 | | | 持"以重促轻，轻重融合"的经营策略，FICC、权益及 ...