Based On The CCB OCRM High-end Customer Service And Managemeng Studies

With China's access to WTO and deeper reform of financial system, Along with the process of international financial integration and network economy quickening, with the basic formation of buyer's market in financial market in China, the strategy of management shift from Scale effect to customer efficiency. Customers become important resource for commercial banks. Knowing how to choose high profit customers and supplying high quality, various services can ensure a more permanent relationship between banks and customers. It is the key point for China Construction 1 bank to be outstanding in the competition.Italy Bale economists believe that, "20% of the customer to provide enterprises with 80% of the interests." A recent survey update: 20% of the customer to provide enterprises with 120% interests, it means that 80% of the customers will not only fail to bring profits to the enterprise, but to the loss resulting from the enterprise. In the highly competitive banking environment, and must find its own targeted customer groups, and in various ways to provide VIP-style service, retain them, enhance their loyalty, then our own development, and increase economic efficiency. Saved 20 percent of the high-quality customer base, which means they have half of the business.There is no doubt that OCRM is the most successful and effective way to acknowledge the customers' need and behavior at present. Customer Relationship Management system based on Internet technology conform customer information resource through enterprise operation flow recombining. CRM system administer customer relationship by more scientific and effective means, sharing information resource in corporation, reducing the cost of corporation, offering more economic perfect products and service, keeping and fetching more customer, obtaining profit of corporation maximum, All of these can improve the core competition of commercial banks.It has been an urgent problem for business banks to know how to apply CRM successfully and improve the ability of their own OCRM according to their situation. CCB author of this article is a high-end customer service and management personnel, through its work in the specific circumstances, with China Construction Bank Gansu Branch of the bank customer relationship management status as an example, studies the situation of a joint stock commercial bank in China Construction bank. According to the analysis of CRM in oversees banks, the author wants to prove the necessity and feasibility for applying CRM in this bank. According to its situation, the author studies how to set up high efficiency CRM and prose his suggestions in detail.