Customer Relationship Management In The Construction Bank And There Is A Problem

Customer Relationship Management (CRM) started in late twenty centuries,Customer Care (CC) is the initiative form of CRM.In the fast growing market society ,the CRM is becoming a very important means to help the enterpriser to make correct decision on management and reform or other respects .In China,CRM was introduced in bank firstly, but the speed of growth in bank of CRM in bank is more slowly than in other business.China Construction Bank (CCB) has introduced CRM and applied it in daily work,but there are many problems and flaws in the application. Through profound investigation and research ,I finds the problems are 1)CCB hasn't a perfect data warehouse (DW); 2)the function of CRM is not complete; 3)the construction of CRM has not assembled the resources of application system; 4)the application of CRM hasn't reconstruct the organization or CCB.The suggestions are 1)the decision maker must pay high attention to the construction of CRM ; 2)the project plan should be strategetic ; 3)data warehouse(DW) should be constructed as fast as possible ; 4)the application system should be assembled in the construction of CRM ; 5)the structure of CCB should be reengineered in the application of CRM ; 6)to promote the customer manager responsibility in the whole ; 7)to reinforce the training of staff in CCB.