Research On The Construction Of Customer Relationship Management System

M bank as the twentieth Century90years in our country the establishment of the new joint-stock commercial banks, once for the Chinese financial reform, to break the four major state-owned bank financial monopoly has played a positive role in promoting. However, facing a new round of Chinese financial reform now, in the face of the new financial environment, in the face of foreign commercial bank hitherto unknown competition challenges, continue to use the original mode of operation and management, obviously inappropriate, even facing elimination in the competition of doom. The establishment of a new mode of operation and management, especially the customer relationship management model, will inevitably put in front of M bank, including all Chinese joint-stock commercial banks.In this paper, from the actual situation of M bank, systematically discusses the general ideas and specific ways to implement the construction of customer relationship management system. In the system analysis and the thesis writing process, through the consult massive related literature, elaborates the concept and characteristics of customer relationship management, through the analysis of M bank’s customer relationship management of the status quc, namely business processing system, telephone banking system, online banking system and call center system, put forward the banks in the organizational structure, business process, information system and information management issues. Through the study and discovery, put forward the concept of customer relationship management system establishment and implementation of ideas, and in the light of the main problems, propose specific solutions, hope that through to the customer relationship management system function module, form and construction way of structure to application and implement of M bank’s customer relationship management with to provide a certain reference role. Based on the establishment of evaluation index system of item, combined with the actual M bank established a comprehensive evaluation index, and strive to make M bank for examination and evaluation on the implementation of M bank’s customer relationship management system effectiveness, so as to find and solve the problems, through continuous improvement of the final realization of the customer relationship management system overall success, and the M bank’s customer relationship management system applied to the daily management and operation.