Analysis Of Key Success Factors Of CRM System Project Implementation And Management Of China Construction Bank

In recent years,with the changes in customer behavior,the influence of Internet finance and the development of personal business,CCB's CRM system needs more and more upgrades and transformations.The key successful factors of implementation of the CRM system are more and more important to system reconstruction.The most critical criterion for the successful implementation of CRM is to improve the relationship with the customers and to increase the operational efficiency.Since the gradual implementation of the CRM system in 2013,China Construction Bank has integrated Internet social media elements and applied big data technology to fully implement "customer-centric".It has enhanced customer satisfaction,retained lost customers,simplified customer business processes,and facilitated customers.Significant results and quantitative performance have been achieved in managerial work and in improving the operational efficiency of account managers.And in the market,strategy,business and other aspects have achieved good results and recognized by the industry.In the specific implementation process of the project,the market,the customers,the companies,and the project teams have all brought positive or negative impacts on the implementation of CCB's CRM system.This article aims to organize and analyze a large number of factors that have positive impacts.By using expert method and analytic hierarchy process,the most influential and most weighted key success factors are obtained.First,this article introduced the implementation background and implementation results of the CCB CRM system project.Then,it analyzed the positive impact of the market environment,customer factors,enterprise factors,and project implementation factors on the successful implementation of the CRM system project.Then,combined with the traditional CRM system influencing factors,bank CRM system influencing factors,and CCB CRM system's own characteristics,this article clarified the key success factors of the implementation and management of the CCB CRM system by analyzing the implementation and management elements of CCB CRM system through the enterprise expert method and the analytic hierarchy process.Finally,based on the key elements of the successful implementation of the CRM system of China Construction Bank,this article proposed solutions and optimization suggestions for construction banks or large state-owned commercial banks in the successful implementation of CRM-related system projects,by conducting hierarchical summary and analyzed through the Pareto?s principle.The solutions and optimization suggestions can improve system availability well.