Research On Personal Customer Relationship Management Of The B Sub Branch Of China Construction Bank

Customer Relationship Management is a new management mode to improve the relation between enterprises and customers.Through the combination of management and information,it continuously enhances communication with customers,comprehends customer needs,and constantly optimizes products and services,focusing on customers,so as to improve the core competitiveness of enterprises,and realize the coordinated development and overall optimization of customer,brands,competition and other factors.For the financial industry which first appeared the customer-centered business concept,the process of CRM is helpful to keep its competitiveness in the long-term and new potentialities for the bank.The B sub-branch of CCB should introduce the concept of CRM and make full use of the customer relationship management technology developed by CCB to optimize the bank-customer relationship and enhance customers' satisfaction and loyalty,hereby to realize the goal of improving banking profit and take a lead in the fierce competition.Based on the CRM theory and according to a logical framework for finding,analyzing and solving problems,using the method of combining the theory with practice,this thesis points out the optimization plan in the implementation of CRM for the B sub-branch of CCB.The main contents include: Combining with the actual situation of the B sub-branch,this paper puts forward the problems existing in the implementation of personal CRM for the B sub-branch of CCB.According to the development strategies of CCB and the idea of CRM,it finds out the factors for the problems of CRM,designs a plan,requires deepening business ideas.The plan's measures include strengthening precision marketing and linkage marketing,customer segmentation and strengthening customer manager management,and introduces the implementation of the safeguard measures.Through this study,it hopes to provide guidance for the optimization work of customer relationship management for the B sub-branch of CCB.At the same time,it will enrich the theoretical research and practical application of customer relationship management in the banking field,and provide some reference and decision-making reference for the banking industry's ongoing customer management.