Retail Customer Relationship Management Of DY Bank

With the deepening reform of financial system, the banking industry is facing the competition environment changes are as follows:customer expectations, increased loyalty is reduced; service channel virtualization; product centric mode of operation and the homogenization of competition means the original will not form the core competitiveness, to form a customer centered service system.In the new competitive environment, the future competition will be "customer centered", "service competition", the focus of competition will be customer resources and financial services to the development of financial services. How to identify high-quality customers, for valuable customers to provide personalized, differentiated and diversified services, so as to achieve the development of potential customers, retain customers, improve the existing value of customer satisfaction and loyalty, will be the focus of future work. In order to enhance the construction of customer service system, the timely introduction of DY bank and the construction of the CRM system, the use of technical means, auxiliary business departments, improve customer management level, improve customer manager management, customer identification, customer maintenance, product design, statistics, precision marketing, mobile application etc..Based on customer relationship management of retail bank DY as an example, based on the DY bank organizational structure, customer manager system, retail customer analysis, retail customer allocation of marketing status quo and the problems existing in the management and other aspects of the analysis, put forward management suggestions and ideas of their own. First elaborated the DY bank to carry out the construction of the auxiliary tool of CRM system of customer relationship management in retail, including planning and objectives, construct the CRM system framework, establishment of customer analysis basis; secondly introduces the system function and management module of CRM system; and finally describes the upgrade to DY retail banking customer relationship management the construction of CRM system, including CRM system rely on retail customer hierarchical management, customer manager team, retail shop marketing to enhance the effectiveness of project development as well as the retail customer manager performance incentive four aspects. Through the above problems, summed up the DY bank to implement the retail customer relationship management ideas and conclusions, and gives the next step to continue to promote the retail customer relationship management recommendations and countermeasures.