Research On CRM In Liaoning Branch Of CCB

China's financial industry is facing industry forestall is broken,the same industry competition intensifies,international capital eager to enter such as multiple pressures and challenges,banking financial institutions at strategic,organization,service,technology and profit model of the period of rapid transformation.In the field of international commercial bank,pay attention to customer relationship,customer relationship management has been recognized,mature business strategy,customer relationship management in customer information resource control,customer retention and care,product and service sales,such as,more and more important role.With the constant promotion and deepening of the concept of customer relationship management(CRM),domestic commercial banks gradually began to pay more attention to the customer management,began to try a variety of methods,and strengthen the customer relationship management and maintenance.China Construction Bank branch in Liaoning Province is very concerned about the customer relationship management,through its overall strategic objectives,market positioning and the development of information technology planning,in the main areas of business philosophy,business process,organizational structure and information technology to carry out and implement comprehensive customer relationship management and in the four major state-owned commercial banks pioneered OCRM system.But as the situation changes,China Construction Bank branch in Liaoning Province in the promotion and implementation of customer relationship management process exposed many problems.Such as:main business process standard,organization and leadership,departments and job responsibilities is not clear problem,OCRM system platform function and application exists many shortages,residents of the PC terminal and intelligent handset demand strong and urgent problem,and have yet to establish a sound performance management system of CRM.In order to solve the Construction Bank branch in Liaoning Province in promoting and implementing CRM process encountered problems,this paper intends to field investigation,research and on the problems of system analysis,and based on the formulation with the measures and countermeasures,and to develop measures to ensure the normal operation of the customer relationship management system to better solve the CCB Liaoning Branch Customer Relationship Management of practical problems.Hope that through this study,can effectively solve the Construction Bank branch in Liaoning Province in the promotion and implementation of the practical problems encountered in the process of CRM,did not related enterprises solve similar problems to provide valuable reference.