The Study On The Application Of Customer Relationship Management Of JILIN Postal Savings

JILIN Postal Savings is an enterprise which depending on post branch supplies the single financial service to people。From 1986,China Post has restored savings。Trough 20 years development, the business species of JILIN Postal Savings has changed greatly, from single saving to all kinds, from manual to electrical, from savings book to green card。Especially, balance has developed from none to great。Until now JILIN Postal Savings is NO。5 in balance behind The Industry and Commercial Bank,The Agriculture Bank,The Construction Bank,The Bank of China。But in recent years, with Post system innovation quickened, the Chinese People Bank taken a series of policies to Postal Savings which are deducing exchange interest several times, separating the new increment exchange money from old, the new part can be managed by itself and the old part will be taken out from Chinese People Bank in five years。These policies make the faults of Postal Savings benefit model appeared, the same time, there are many problems in defending risks, inner controlled and professional equipment for none loan, so the use of new increment is only foundation state。With the end of transition times of China taking into WTO, financial market has opened thoroughly to foreign banks。Under the circumstance, Postal Savings will face to the competence with not only Chinese banks but also foreign banks which have large capital,great creative, and rich experiences in CRM。So JILIN Postal Savings must find a way to fit his development and advance core competence。CRM plays an important role in reinforcing competition power, retaining continuously a good relation with customers, creating opportunities and getting stable profits。So JILIN Postal Saving select CRM is inevitable。 From advance CRM to present, CRM has been noticed popularly。But we noticed many firms CRM application have no expect effects, one reason is emphasizing on constructing a CRM system, but neglecting the using of CRM idea。So the writer suggest the CRM implement of JILIN Postal Savings must consider management and techniques。From the aspect of management, Postal Savings need use CRM idea to bring forward the evolution of management system, management model, and business flow; from the aspect of techniques, through equipping CRM system can realize the new management idea and management model。We should establish stable marketing idea, make a long terms plan of CRM implement, etc。The same time, we should complete MIS and DSS, construct Data warehouse, and reinforce Web Bank and Connect Center。All of above make the foundation of CRM implementation in JILIN Postal SavingsThe structure and functions of the CRM system of JILIN Postal Savings are defined and the integration way for the established information systems and the CRM system of JILIN Postal savings is discussed through using the theory of CRM。The system includes 4 functions that are customer contact management, information management and analysis, customer analysis, and personal service。The CRM system has 4 levels which are contact level, analysis level, decision supporting level, and customer service level。...