Research On Sichuan Postal Finance Customer Relationship Management

In the process of entering the WTO and in the face of keen competition, the CRM stratagem has been given more attention by domestic financial industry; it is necessary that CRM should be implemented in modern information times. For the job roles and long experience working in Sichuan Province Postal Saving Bureau and Sichuan Province Postal Information Technology Bureau respectively, the author has deeply felt the pressure of CRM in Sichuan Postal Finance. Therefore,this thesis aims at the research of formulating Sichuan Postal Finance CRM scheme. First, the thesis analyzs the internal and external environment of Sichuan Postal Finance with the help of stratagem management theory, elicits the necessities of CRM; second, introduces the essence of CRM and Customer Satisfaction, pointing out indexes of CRM in Sichuan Postal Finance, then locates related problems, makes CRM goles; third, analyzs process by value chain and CRM theory; at last explains improvement and optimization. The work will be helpful for Sichuan Postal Finance development, and be also valuable for other institutions in the same industry.