The Research On The Relationship Between Customer Service Center And The Management And Development Of China Construction Bank And Its Development Strategies

With the rapid growth and increasing integration of china's national economy with world economy, bank customer service centers, as a new kind of electronic trade tool and service channel, are playing a more and more important role in people's daily life. Moreover, they are now the focus of competition among commercial banks and become one of their key operations.Since its birth in 2000, the customer service center of China Construction Bank (CCB) has been keeping steady and rapid growth within the past four years. It contributed significantly to the growth of the CCB's operations. To further enhance its steady growth, it is critical for CCB to design appropriate development strategies for its customer service center. Those strategies should, of course, be based on CCB's current condition and be in accordance with the underline development rules of bank customer service centers.The organization of this paper is as follows. First, we analyze the macro-environment of domestic and foreign customer service centers. Then, we summarize and analyze the current condition, successful experience and weakness during the development of the CCB's customer service center. Afterwards, we expound the relationship between the CCB's customer service center and the management ,the development of CCB. Finally, based on our analysis and study of the customer service center of CCB, we propose development strategies of CCB's customer service center. These strategies are: First, accelerate the conversion of the managerial system of customer service center; Second, emphasize the construction of human resources; Third, improve its internal management mechanism by enforcing service quality authentication; Fourth, establish CRM system to provide scientific basis for marketing; Fifth, strengthen channel integration to optimize resource allocation. These development strategies provide decision support for the further development of not only CCB's customer service center, but also customer service centers of other commercial banks .