| Today,In an increasingly difficult international economy,the acceleration of domestic economic development and the increasingly fierce competition in the banking industry,various commercial banks are actively changing their mode of operation,enhancing their competitive advantages,in order to maintain their sustainable development in the competition.At present,all commercial banks focus on customer acquisition,and with the continuous growth of individual customer demand,how to better insight and explore the different needs of individual customers,improve the satisfaction and loyalty of individual customers is a common problem that all major banks need to consider.Everbright Bank J branch in the process of development is also facing the customer hierarchical management level is low,the deep potential of the customer mining is insufficient,customer demand is difficult to meet many problems,so this paper to Everbright Bank J branch individual customer hierarchical management as the object of research,in order to achieve the purpose of individual customer hierarchical management program optimization.First of all,this paper based on the customer hierarchical management theory,the status quo of individual customer hierarchical management has carried out in-depth research and analysis,the results show that the J branch of Everbright Bank customer hierarchical management there are customer classification standards are not fine,hierarchical maintenance is not perfect,differentiated service quality is not high,product richness is insufficient and other problems;Secondly,from the internal and external two perspectives of Everbright Bank J branch individual customer hierarchical management factors are analyzed,at the same time using cluster analysis and discriminant analysis,the Everbright bank J branch individual customer hierarchical management analysis,for the identification of new customers to provide a basis;On top of this,put forward again Everbright Bank J branch individual customer hierarchical management optimization program,including from the program optimization principles and objectives,individual customer segmentation and identity identification,program optimization of specific measures;Finally,from the organization,manpower,technology three aspects of the improvement,for Everbright Bank J branch customer hierarchical management strategy implementation to provide a full range of security.In this paper,the hierarchical management of individual customers will be the Everbright Bank J Branch to enhance the competitiveness of the important reference value. |
