Study Of Customer Relationship Management Optimization In S-branch Of China Construction Bank

Customer relationship management is the ability of an enterprise to improve its core competitiveness and profit by changing its business philosophy and management style,coordinating the interaction between the company and its customers in marketing and service.At present,customer relationship management has established a "customer-oriented" business philosophy,and the competition among enterprises ultimately comes from the competition for customer resources.For commercial banks,changeing traditional management concepts and models,reduce customer loss,and promote the comprehensive ability of commercial banking branches is extremely urgent.customer relationship management.Customer relationship management is an emerging management concept,plays an important role in establishing a customer-oriented development strategy.As a traditional bank branch,S-branch of China Construction Bank(CCB)has many current problems,the main problems are that customer service processes are tough,the number of effective customers is reduced,customer expansion efforts have long lacked external extension channels,and market share is difficult to increase.The reasons are that customer service innovation is not strong,the traditional customer classification method is difficult to adapt to the development requirements of customer relationship management,the integration of integrated channels is low,and the homogenization competition and Internet financial impact are serious.In view of the above reasons,we can formulate an optimization plan for customer relationship management conforms to the actual customer relationship management of S-branch of China Construction Bank in terms of strengthening service awareness,enhancing customer loyalty,accelerating the construction of the financial ecosystem,improving customer retention mechanism,and establishing characteristic management,and put forward specific measures according to the plan.To ensure the effectiveness of the optimization program.Through the research in this paper,the author hopes to provide guidance for the optimization of the customer relationship management of the S-branch of CCB,and also provide reference for other commercial bank branches.