Research On Customer Relationship Management Stratrgy Of Citic Bank Zhengzhou Branch

Under the background of social development and the progress of the times,the reform of financial system has also entered a new era.In fact,it has a close relationship with the continuous improvement of the overall economic development level of our country,and the deepening of the degree of interest rate marketization also makes the traditional business of deposit insurance system seriously impacted.In this process,the emergence of the background of the deepening degree of political and economic integration also makes the survival and development of commercial banks face many collective challenges at this stage,and the proportion of retail business as a whole is constantly increasing,which has increasingly become a key feature of the development of international banks around the world.According to the survey of relevant data,retail banking has become an important part of commercial banks all over the world,and the contribution has even reached 60%.In fact,it means that senior managers have been paying more and more attention to retail business.After analyzing the current customer relationship management system in China’s banks,we can find that the information system plays an extremely critical role in it,but in this process,there are still backward problems in the concept and specific management science.Under the background of the rapid development of e-commerce and Internet,the era of big data is really coming,which is also a distinctive feature of the current knowledge-based economy as a whole.With the deepening of economic globalization,customer designation rules are becoming more and more inevitable.How to realize the combination of technology and customer relationship management is a key issue that banks must solve in the process of social progress Key problem.This study is mainly divided into seven chapters,using literature research,comparative research,quantitative and qualitative methods to carry out research.The first chapter is the introduction.This paper focuses on the background,significance of the purpose of research,ideas and methods.The second chapter is the definition of related concepts,including the research status and results of customer relationship management.The third chapter takes the method of case analysis,Taking Zhengzhou CITIC Bank branch as an important analysis object,pointing out various problems in the process of customer relationship management at the present stage,and pointing out the deep-seated reasons combined with practice.The fourth part is to learn the advanced experience and achievements related to bank customer relationship management at home and abroad,especially to emphasize the study of developed countries in Europe and America,clarify the differences of relationship management,and put forward management enlightenment.The fifth chapter is the customer relationship management improvement plan of Zhengzhou branch of China CITIC Bank.This chapter clearly defines the design objectives and principles.In this process,the accuracy of customer positioning is particularly important,which is also an important prerequisite for the formulation of the objective plan.The sixth chapter is specifically reflected in the proposal of relevant programs,taking the current development of Zhengzhou branch of China CITIC Bank as an important starting point and point of view,and combining with China’s national conditions and market competition policy to put forward relevant implementation safeguards,including human resources,culture,organization and many other types of safeguards,with the basic characteristics of diversification and enrichment.Chapter seven is the conclusion.A brief summary of this paper is given.This paper is based on the actual situation of Zhengzhou branch of China CITIC Bank,so it has strong universal significance and pertinence.It makes China CITIC Bank as the analysis object of the case,explores its current situation in the process of customer relationship management,summarizes various problems and dilemmas in it,puts forward possible measures combined with the practice,and makes necessary analysis on it,hoping to be able to In the next stage,the improvement of the ability and level of customer relationship management of banks in China will create necessary conditions,which is also the inevitable result of learning the advanced experience of developed countries in Europe and America..