Study On Dongying Bank Customer Relationship Management Problems And Countermeasures

Domestic commercial Banks is facing and the situation of foreign Banks compete,while the focus of competition is the competition for customers.To win and retain more customers need Banks have higher service quality and customer management ability,and the foreign Banks in these areas are much more than the domestic Banks have an advantage.For a long time,foreign Banks carry out to the client using the theory of customer relationship management,has accumulated rich experience in customer service.In this case the commercial Banks are in urgent need of a set of advanced management concept and mode of operation,to face the full opening of domestic financial markets prepared for the fierce competition.How to gain a competitive edge in trade has become the primary problem of dongying bank senior leadership to consider.Based on the theoretical study,ask questions,analyze and solve problems as the main line,from the customer analysis,customer layered management,distribution management,analyzing the marketing situation,customer,the organization system construction situation,the IT system construction situation analysis about the present situation of dongying bank customer relationship management(CRM),points out that the bank of dongying in customer relationship management problems,and put forward the scheme design of dongying bank customer relationship management(CRM),from the ideological security,technology security,system security,cultural security safeguard measures four aspects.By strengthening the relationship between the Banks and their customers,the implementation of customer management,better stability and development of more high quality customer group,is the important way to promote the competitiveness of the bank,is also an inevitable choice for modern Banks healthy and long-term development.Drop the "with the customer for this,based on service",completes the customer relationship,enhance the customer satisfaction,customer loyalty and customer contribution,retaining old customers,attract new customers,will be strong in the banking sector,beyond the competitors.Bank customer relationship management(CRM)is a bank two-way interaction,the core is a customer with customers and Banks to implement customer relationship management(CRM)has a positive and effective role.