On The Perfection Of The Customer Manager System In ABC Branches

Customer Manager System, as an innovation of the service conception and business manager system in commercial banks, aims to build a market-oriented and customer-centered manager system which can fully mobilize the whole branch's recourses with the customer manager as the service center and sales receptionist. Since the customer manager system is vital to their existence and further development, the ABC branches should actively employ and implement the system so as to survive in the fierce competition in the near future.The thesis first introduces the content and the development of the customer manager system and then discusses about how to build the system in the real sense by analyzing the facts based on one ABC branch case, supplied with the successful experience and practice of the other commercial banks. Finally, the thesis attempts to work out the methods and strategies which are suitable for the further development of ABC branches and the improvement of the customer manager system as well. The thesis consists of six parts:Part I is introduces the research purpose and the outline of the thesis.Part II deals with the definition of the customer manager system and its related theories, including operation combination, customer relationship management and the incentive theory.Part III relates the development process of the customer manager system by enumerating successful examples in western and Hong Kong commercial banks. This part further analyzes the status quo of the customer manager system in local commercial banks, especially in ABC.Part IV focuses on the current customer manager system in ABC branches from three respects: the background of the system, the basic work plan and the plan implementation.Part V puts forward the suggestions for the perfection of the customer manager system in ABC branches, which covers the improvement of the enterprise culture, the introduction of the service conception, the establishment of the proper organization structure and the incentive system, the enhancement of computer technology and the necessity of staff training.Finally, the following conclusions are drawn:Firstly, the customer manager system has been initially established in ABC branches;Secondly, the customer manager system is an integrative project closely related to...