| With the rapid rise of Internet technology in China,the traditional industries have been greatly impacted.The year 2013 is known as "the first year of Internet Finance".Yu ’ebao was officially launched,marking that Internet giants such as Alibaba and Tencent began to formally enter the financial industry.Their business model and marketing methods have overturned the cognition of traditional commercial Banks,and Internet finance based on big data has officially entered people’s vision.After the Internet technology really rise,the original customer relationship management strategy can not completely adapt to new situations,commercial Banks need to be revised on the customer relationship management model,make it more suitable for the current business development trend,the thinking mode through the Internet and commercial Banks business combination are logically related,help to better service and customer relationship maintenance,create value for customers.This paper takes The Xinyu Branch of Bank X as the research object.As the second-level branch of Bank X in Jiangxi Province,Xinyu Branch of Bank X has a complete customer relationship management model.However,with the impact of Internet finance in recent years,the number of outlets entering stores has decreased,and the customer loss rate has been high.Therefore,the transformation and development are under great pressure.This paper adopts the research method,draws on the research results of experts and scholars,and then takes Xinyu Branch of X Bank as an example to analyze its customers in the past two years,and finds out the specific problems existing in customer relationship management through its business process,database construction,customer structure,customer experience and manager composition,etc.Through the analysis of the problems,combined with the current trend of the development of Internet finance,put forward measures to improve the existing customer relationship management strategy.The conclusion of this paper: the enterprise should take the customer as the center,reengineering the business process;Strengthen enterprise database Suggestions to improve the efficiency of data utilization;Attach importance to customer experience and enhance customer loyalty;Enhance customer experience and maintain good customer relations;And strengthen the training of account managers to build a strong service team.This study is conducive to the improvement of customer relationship management strategy in Xinyu Branch of Bank X,and has certain guiding significance for the business operation and management transformation of Bank X. |
