Study And Implementation On Customer Relationship Management System In Bank

With the china's entry into WTO, domestic banks face the fierce competition. The focus of the competition is the customers. The Chinese commercial banks are experiencing a transformation from product-oriented to customer-oriented service. All the commercial banks study hard on how to make full use of Customer Relationship Management (CRM) so as to realize their ever-lasting development and market competitive strength.The thesis probe into the theory of CRM , its practice in the field of commercial bank and key software technology . The extensive application of CRM expounds the importance of CRM in the competitions among the domestic and overseas commercial banks.The thesis are based on the example of CRM system in China Everbright Bank and analyze the design , schema , framework of CRM system , probe into the flow of data process and demonstrate how the CRM system work.The achievements of thesis are as following:1.The thesis presents the model of J2EE framework based on oracle database , which provides structure ,expansibility , reusability ,security and stability .2.The thesis designs and implements the function of the data collection and process.3.The thesis analyzes the requirements of CRM ,designs the view of customers and implements the modules of customer management and reports.CRM system has been put into production in China Everbright Bank. According to practical application ,CRM system play an important role in the following aspects: the integration of resources, optimization of value chain, discovery of customer's potential value and promotion of competitive strength.