The Researchment On Improving CRM Of ICBC SZ Branch

With the development of China's bank industry, commercial bank has gradually focused on customer relationship management(CRM) and knowledge management, all of which is costumer-oriented service. It is the critical reason for China's banking to win the market, worldwide. ICBC SZ branch is directly controlled by head-office. In recently years, SZ branch consistently concentrated on customer service reform,asset structure adjustment,risk management,, great improvement on customer relationship management on the process of top commercial bank in the world. However, with the competitive market, CRM system improvement is the vital important thing for SZ branch to imply.This article estimates the operation situation of SZ branch and finds out the problem it has through CRM. The more important thing the author gives is the following strategy: CRM conception, CRM information database build-up, bank internal institution change, information technology support and so on. Eventually, the author values the effect of the project process and suggestion.