Study On Our Commercial Banks Actualizing Customer Relationship Management Theory And Applying Information Technology

Based on theories of customer relationship management, this thesis makes researches in how banking industry manages their customer resources—through setting up the commercial banks' Customer Relationship Model and carrying out CRM system. The thesis intends to find out how to properly introduce CRM into commercial banks and how to make efficient use of CRM. The biggest gap between domestic banks and its foreign counterparts lie in the quality of customer service. At present, study and application of CRM system in domestic commercial banks is just at the very starting period and there is not a complete theory system. So I make the CRM theory and its application in banking system as a subject of this article and hope to make a systematically in depth study on the theory and its application.The article demonstrates its Points by combining theory study and analysis on real situations. The article is divided into five parts. The first chapter is the correlate theory about CRM. The second chapter analyses the reason and status of our commercial banks actualizing CRM system. The third chapter studies how to build CRM system in our commercial banks and bring forward the most conformable CRM type for our commercial banks at present. The fourth chapter introduces Data Warehouse and Data Mining technology in the CRM in detail. The fifth chapter studies the CRM system example of Industrial and Commercial Bank of China.To win the competition, domestic banks must reform in many aspects such as its business thoughts and process. Applying scientific method to develop customer relationship, domestic commercial banks could achieve a long-term development.