The Study To CIF And Call Center Of CRM In Bank

As a member of WTO, China's opened-up economy is now widely exposed to competition. Some experts believe that of all the businesses, financial industry, particularly commercial banks in China might suffer most. Whether domestic financial industry could win out is crucial to the success of the overall economy. Experience of developed countries in the past decade has shown the modern banking business is shifting from capital-centered to customer-centered with the underlying philosophy that customers are the primary assets of a bank. Customer Relation Management (CRM) is an effective tool for banks to ensure customer centricity. Introducing the philosophy and methods of CRM can be a good strategy for banks to retain their good customers and enhance competitiveness.This paper looks into the status quo and requirements of CRM development in China's banking industry,lists the Data Mining technology in CRM system and establishes basic business and customer data models fit in this context as the basis of CIF development. Proposals are made on the design of specific banking businesses in relation to the customer life cycles. Call canter, as part of the CRM, is mainly discussed in the paper. The author explores into the overall system structure and business function design, compares between IP or PBX +Voip frame,compares the centralization or distribution of the system ,analyses the stability of the system and make proposals about how system back-up could enhance stability. The author also makes a report of the test of performance of the Call Center system.The paper, with its in-depth analysis of CRM and its application, is intended to serve the CRM development in China's banking industry and its economic growth in the 21th century.