The Study On Implementing CRM In Chinese Banks

Customer Relationship Management is a focus of Management Research nowadays. This paper focused on the issues about how to implement CRM in Chinese banks. Firstly, this paper introduced the definition of the CRM in banking industry, the targets of implementing CRM and the value chain of CRM. Secondly, this paper introduced the application of CRM in foreign countries. Based on the analysis of the background, the motive and resistance of implementing CRM in Chinese Banking system, this paper summarized the shortages when implementing CRM. Then this paper introduced some successful experiences in applying CRM in China Merchants Bank. Lastly, some suggestionas and recommendations were given to Chinese banks in several areas based on the above analysis. In a word, Chinese banks must strengthen the application of CRM to avoid failing in the global competition.