Research And Implementation Of Commercial Bank Customer Management System Based On Corporate Customers

With the constantly and rapidly developing of global economic situation, it is getting more and more important to provide nice after-sale services to high quality customers. After being a member of WTO, Chinese financial markets are more and more opening up and integrating into international markets, which brings the challenges as well as opportunities to financial industry. In order to compete for high quality customers, to provide diversified, differentiated services and enhance the bank to the public and customer's business core competencies, based on China's national condition the bank develop the corporate customer marketing management system by absorbing the advanced experiences of similar systems abroad. In the centralized development platform to achieve customer's analysis, sales management, customer relationship maintenance, client manager's performance management, marketing, data storage and other functions relying on ECIS system stored customer information and Statistical Analysis system for customer statistical analysis. At the meantime, we would provide quality customer identification and guidance for other external systems.CTP is the development platform for this system, with extensive use of the database, Oracle Database. Both the system and the customer management subsystem use of CTP as a development platform, using Oracle database access information.Customer management subsystem and application system are integrated, without independent server, application server clusters can share the capacity and connection pool management; unified deployment, direct access to application systems existing user role management mechanism, providing an unified login interface.The system relies on the original application system back-office functions, batch import high quality customer data to be assigned to achieve the following functions:1) User-defined level of customers and import the customer data files from the background into corporate customers marketing systems to conduct customer allocation when the system initial production.2) Supervisor allocates the customers to the account manager, each customer has only one account manager in branch, but they can have several account managers in different branches. 3) In order to provide differentiated services according to the customers' level, system distinguish customers through customer-level function. Customer level is divided into the head office customers, first branch customers, second branch customers, sub-branch customers. For the head office level customers, from the head office, first branch, second branches, sub-branches; each of them will be assign an account manager for its services. For sub-branch customers, sub-branch will be assigning an account manager for its services. All the customers default sub-branch customers, the user can add the account manager in higher level after adjust the customer level.4) After client-level definition, the user who has permissions can adjust the customer level through the related functions.5) Based on specific business needs, the system can adjust the status of customer service suspended, do not allow a account manager for their services6) The supervisor has the permission to retake the customer who had been assigned to account manager.Supervisor allocates the customers to the account manager, and built relationships between Account Manager and customer. At the meantime, the supervisor defines the customer lever to provide personalized marketing services. Based on specific business needs, the supervisor can adjust the status of customer to suspend service or recover service, and then retake the customer. Customer allocation, customers retake and customer-level definition functions build up the customer management subsystem.With the deepening of China's financial reform, the domestic financial market has entered a stage of rapid development, the customer's financial needs become more diversified, and financial innovation is rapidly developing, especially as foreign banks continue to enter the domestic market, the competition in this financial industry is getting intense. In order to adapt to the situation, there would be more and more needing for corporate customers marketing system and customer management subsystem. The design of system will be more complex, the pressure of system will be increased, in the future, we need to optimize this system, improve customer service, establish "the overall management on business service" philosophy, to further promote the bank's all-round development of business services, and finally, to make the system stable and efficient with multi-functions.