Personal Customer Financial Ecosystem Based On Customer Group Management

The purpose of the paper is to study how banking financial institutions can use the modern technology and management tools to innovate the operating model to promote the construction of good financial ecosystem and upgrade customer relationship management.The opening of Chinese financial market has reached new height.The Internet economy guide one kind of new trend in individual customer trading behavior,and financial technology innovation has enabled banks to enter a new era.Under this circumstance,domestic commercial banks have sought to change and take the retail business as an important engine for profit growth.Some commercial banks took the lead in implementing the "big retail" strategy,leading the business innovation and development with financial technology,and transforming the business model with "focus on customer",in order to realize the ubiquity of banking services.The new era of retail banking has begun.Traditional commercial banks need to integrate the retail business into an environment with broad information connectivity,high interest interaction,deep participation and broad,long-term dependence by providing excellent service to a large amount of individual customers,achieving full coverage and building a strong personal customer relationship.As a result,all financial participants-financial service providers,financial consumers,financial regulators and other non-financial service providers-are facing common improvement in their own trading environment.Their trading channels and interactions also need to upgrade correspondingly.The paper attempts to transcend the traditional customer relationship management of commercial banks and the existing financial ecological concept,proposes the banking financial institutions can implement the relationship management upgrade of massive customers in the ecosystem by specific and operational landing measures and the use of new methods of customer group management In the promotion of its own competitiveness,it promotes the formation of a good financial ecology,and demonstrates the possible role that other financial participants play in the continuous upgrading of the financial ecology with actual banking practical application.The paper is divided into five chapters.Chapters 1 and 2 are background,theoretical,and practical analyses.In the theoretical part,through the collation and review of domestic and foreign literatures,the theoretical analysis of customer relations and financial ecology,and the application of financial technology in customer relationship management,the paper provides theoretical support.In the practice part,the paper focuses on the analysis of practical experience and future trend judgments of personal customer relationship management at domestic and foreign commercial banks,discovers the limitations of theory and practice,and proposes research propositions.Chapters 3 and 4 are the core of the paper.Chapter 3 gives ideas and methods for solving problems,and refines and s theoretical frameworks to enrich customer relationship theory.Chapter 4 is based on the empirical analysis of the elderly customer group,further elaborates and verifies the theoretical framework proposed in the paper.Chapter 5 is a summary of the paper,summarizing the research results and prospects for subsequent research.The conclusion of the paper is that in the era of intelligence,along with the changing of the business environment and service method,the original intentions of banks to serve customers remain unchanged.The customers are the core of the business logic of the bank.Building a superior customer relationship is the foundation of the bank.In order to build a superior customer relationship,the bank uses financial technology innovation to establish a connection with consumers,regulators and partners(non-financial service providers),and utilizes customer group management to realize the delivery of massive customer adaptation services,along with the benign interaction of self-incentive system to reconstruct the financial ecosystem of a society.The paper attempts to make a unique contribution to the existing banking management theory and practice through the following three efforts:1.The paper seeks a micro foundation for the existing financial ecology theory.The financial ecology in the macro sense is not only the interactive environment and premise of financial service providers,consumers and regulators,but also the result of their innovative efforts.Based on the intelligent era,the paper uses new technoloy to solve the two painful problems that have long existed in restricting the landing of ecosystems under the original technical conditions.One problem is to realize multidimensional real-time data connection between subjects,realize mesh interaction of information interaction and sharing,and break the original Information island pattern.The other is through the customer behavior data to parse the massive behavior information into the underlying data that the system can share with each other,to realize the customer portrait throughout the customer's life cycle,and to form a method of mining and managing the core value customer group with common characteristics.It can improve the matching of demand and supply,promote the efficiency of financial services,expand the service content,reduce the information cost,and promote the micro-level of the financial ecosystem.2.The paper demonstrates the application of innovative customer group management methodology in the practice of commercial banks,enriching the theory of customer relations.Banking institutions have made the strategy of "customer relationship king"possible because of the adoption of modern technology.Based on the realization of effective data connection in the ecosystem,the paper uses a commercial bank as a case,through the use of data labels,cluster analysis,data dimensionality reduction and deep learning and so on to collecte,clean,analyze and cluster massive data,and finally excavate a core value customer group with common characteristics from a large number of individual customers.Through the implementation of the "five-step method",the paper makes providing specific customer group with personal service possbile.It aims to show that the upgrade of customer relationship maintenance is realized based on the adaptation service delivered by massive data analysis.3.The paper proposes the construction of the self-incentive system.The efforts of each participant to maximize their own utility further reduce the operating costs of the entire financial system and enable such an interactive system to further expand its scale,consolidate its foundation and enhance sustainability.Under this self-incentive mechanism,the participating entities can achieve self-upgrading and self-growth and enable the ecosystem to achieve self-consolidation,including the improvement of financial service effectiveness of providers,the greater ability of financial regulators,and the wider benifit of financial consumers.The paper starts with enlarge customer scale and improve customer service,studies the innovation efforts of individual financial service providers and how to effectively enable financial regulators and partners.The paper also studies how to promote the formation and improvement of new financial ecology in an information intelligence era where the Internet of Everything is continuously expanding,content is continualy deepening and functions is continuously strengthened.