Research On Customer Relationship Management Optimization Of E Bank Under The Background Of "Dual Circulation"

In 2020,China proposed for the first time to establish a "double cycle" development pattern.The new economic development pattern has brought important influence on the operation of E Bank.Customer relationship management is particularly important for Bank E to adhere to market-oriented operation and maintain its financial sustainability.In the face of severe economic situation,complex international relations,diversification of customer demand and intensification of horizontal competition and other negative factors,Bank E should give full play to the advantages of high compatibility between its main business and the background of "double circulation",seize opportunities such as infrastructure construction,and optimize the problems in customer relationship management.Firstly,this paper conducts expert interviews and questionnaires through the study of CRM theory and the sorting of IDIC model,evaluates and counts the current situation of customer relationship management,and diagnoses the problems and causes around the IDIC model: inaccurate customer identification(I),customer segmentation can not fit the "double cycle" background(D),ineffective customer interaction(I),and imperfect customer customization(C).This paper then worked out an optimization plan for the customer relationship management of E-bank to improve the accuracy of customer identification from two aspects: building a "double cycle" customer label and establishing an E-bank customer ecosystem.Secondly,factor analysis is used to classify and quantify the factors that affect customer value,and clustering analysis algorithm is used to segment customers.Then,when how to improve the effectiveness of interaction with customers,we should consider optimizing from improving online interaction channels and establishing a multi touch interaction mechanism.Finally,we can promote the improvement of customer customization schemes by customizing schemes based on customer development stages and optimizing authority settings and assessment managementFinally,several stages needed for the overall implementation of the plan steps are proposed,and the main measures to ensure the implementation of the new scheme are proposed in combination with the actual situation of Bank E.