City Commercial Bank Customer Elationship Management(CRM)system Optimization Research

Customer relationship management is to make the city commercial Banks to expand and enhance the core competitiveness of a successful business model, is the modern management science, and the combination of the modern information technology. In customer relationship management(CRM), city commercial Banks should revolve around the center of customers, to complete the business process restructuring and reengineering organizational structure, system of customer research, improve customer satisfaction, the core idea is to create customer loyalty, and ultimately achieve the purpose of improve the operational efficiency of commercial Banks.Based on this, this article take the market marketing theory and the theory of service quality, customer satisfaction, through the service quality, customer satisfaction, customer loyalty relationship analysis of related factors, to find the influencing factors of city commercial bank customer relationship management, analysis the present situation of the urban commercial bank customer relationship management(CRM), and its causes, the results of the study on urban commercial development plays a decisive role.Finally, in order to verify the feasibility and practicability of the customer relationship management system, with Harbin bank shenyang branch as an example, through to the Harbin bank shenyang branch of customer relationship management present situation analysis, the application of the above analysis, combined with the actual, to find out the Harbin bank shenyang branch of the existed defects and insufficiency in the customer relationship management, and puts forward relevant improvement measures and proposals, and verify the practicability and maneuverability of customer relationship management(CRM).